Giving you the information you need
| Commitment | Quarter 4 (January - March 2019) | Change from Quarter 3 | ||
|---|---|---|---|---|
| Casework process assurance | Complainant feedback | Casework process assurance | Complainant feedback | |
| 1. We will explain our role and what we can and cannot do | 99% | 78% | +1% | -2% |
| 2. We will explain how we handle complaints and what information we need from you | 99% | 79% | +1% | -2% |
| 3. We will direct you to someone who can help with your complaint if we are unable to, where possible | 100% | 78% | NC | -1% |
| 4. We will keep you regularly updated on our progress with your complaint | 83% | 83% | NC | NC |
| Overall section score | 95% | 80% | NC | -1% |
What the results tell us
Overall our casework process assurance and complainant feedback scores remained stable this quarter. Complainants’ satisfaction that we gave them regular updates during our handling of their complaint remained high at 83%.