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.