Giving you the information you need
| Commitment | 2017-18 Quarter 4 (January-March) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 1. We will explain our role and what we can and cannot do | 97% | 80% | -3% | +2% |
| 2. We will explain how we handle complaints and what information we need from you | 97% | 80% | -3% | -1% |
| 3. We will direct you to someone who can help with your complaint if we are unable to, where possible | 99% | 76% | +1% | No change |
| 4. We will keep you regularly updated on our progress with your complaint | 87% | 76% | -2% | No change |
| Overall section score | 95% | 78% | -2% | +1% |
What the results tell us
There was minimal change from the last quarter and overall scores remain stable. Complainants’ feedback for explaining our role and how we handle complaints continues to be positive.