Following an open and fair process
| Commitment | Quarter 4 (January - March 2019) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 98% | 76% | +1% | +3% |
| 6. We will explain the specific concerns we will be looking into | 96% | 91% | +2% | +1% |
| 7. We will explain how we will do our work | 86% | 80% | +2% | +4% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 100% | 53% | +2% | +6% |
| 9. We will share facts with you, and discuss with you what we are seeing | 41% | 70% | +1% | NC |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | 99% | - | NC | - |
| 11. We will explain our decision and recommendations, and how we reached them | 100% | 53% | +1% | +3% |
| Overall section score | 89% | 71% | +2% | +3% |
What the results tell us
Complainant feedback and casework process assurance scores improved overall this quarter. There was a notable increase in complainants’ satisfaction with how we gather information before making decisions. However, this score remains relatively low for what we expect to see, so we will continue to focus on this as an area for improvement.