Giving you a good service
| Commitment | Quarter 3 (October - December 2018) | Change from Quarter 2 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 12. We will treat you with courtesy and respect | - | 89% | - | -2% |
| 13. We will give you a final decision on your complaint as soon as we can | 53% | 52% | -4% | +4% |
| 14. We will make sure our service is easily accessible to you and give you support and help if you need it | 98% | 63% | +2% | -5% |
| Overall section score | 76% | 68% | -1% | -1% |
What the results tell us
Complainants’ satisfaction with the time it takes us to provide a decision has improved this quarter. However, overall there was a slight decrease in scores for this section of our Charter in this quarter so we will continue to monitor them closely.