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Performance against our Service Charter 2018/19 Quarter 2 (July to September)

Giving you the information you need

Commitment

Quarter 2 (July - September 2018)

Change from Quarter 1

  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% No change +1%
2. We will explain how we handle complaints and what information we need from you 99% 79% No change -1%
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 97% 80% -1% +6%
4. We will keep you regularly updated on our progress with your complaint 80% 79% -7% +1%
Overall section score 94% 79% -2% +1%

What the results tell us

Overall complainants’ satisfaction with our service increased this quarter. Satisfaction with how we explain our process remained stable. However, our casework process assurance showed a notable decrease in keeping complainants regularly updated about their case. We will look into this and take action if necessary.