Giving you the information you need
| Commitment | Quarter 3 (October - December 2018) | Change from Quarter 2 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 1. We will explain our role and what we can and cannot do | 98% | 80% | -1% | +1% |
| 2. We will explain how we handle complaints and what information we need from you | 98% | 81% | -1% | +2% |
| 3. We will direct you to someone who can help with your complaint if we are unable to, where possible | 100% | 79% | +3% | -1% |
| 4. We will keep you regularly updated on our progress with your complaint | 83% | 84% | +3% | +5% |
| Overall section score | 95% | 81% | +1% | +2% |
What the results tell us
Overall complainants’ satisfaction with our service increased this quarter. Satisfaction with how we explain our process remained stable. Our casework process assurance score for directing people to other services reached 100% but there was a slight drop in complainant satisfaction for this commitment.