Following an open and fair process
| Commitment | Quarter 2 (October - December 2022) | Change from Quarter 2 | ||
|---|---|---|---|---|
| Complainant feedback | Organisations we investigate | Complainant feedback | Organisations we investigate | |
| 5. We will listen to you to make sure we understand your complaint | 76% | 76% | 5% | -6% |
| 6. We will explain the specific concerns we will be looking into | 87% | 83% | 4% | -6% |
| 7. We will explain how we will do our work |
94% |
88% | -1% | -6% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 69% | 83% | 5% | -6% |
| 9. We will share facts with you, and discuss with you what we are seeing | 83% | 80% | 12% | 4% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | 91% | - | 3% |
| 11. We will explain our decision and recommendations, and how we reached them | 54% | 91% | 6% | 4% |
| Overall section score | 77% | 84% | 5% | -2% |