Giving you the information you need
| Commitment | 2017-18 Quarter 1 (Apr-Jun) | Change from Quarter 4 2016-17 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 1. We will explain our role and what we can and cannot do | 99% | 79% | +5% | - |
| 2. We will explain how we handle complaints and what information we need from you | 87% | 79% | -2% | -2% |
| 3. We will direct you to someone who can help with your complaint if we are unable to, where possible | 98% | 81% | +1% | +16% |
| 4. We will keep you regularly updated on our progress with your complaint | 80% | 76% | -5% | +3% |
| Overall section score | 91% | 79% | - | +4% |
What the results tell us
Complainants’ feedback for explaining our role and how we handle complaints continues to be positive and stable. There has also been a significant increase in the number of complainants who are satisfied that we are directing them elsewhere if we are unable to help.