Following an open and fair process
| Commitment |
2016-17 Quarter 4 (Jan-Mar) |
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% | 68% | +1% | +1% |
| 6. We will explain the specific concerns we will be looking into | 93% | 79% | +1% | -4% |
| 7. We will explain how we will do our work | 92% | 75% | +3% | +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 | 98% | 44% | +4% | +2% |
| 9. We will share facts with you, and discuss with you what we are seeing | 83% | 65% | +4% | +1% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | 99% | - | +1% | - |
| 11. We will explain our decision and recommendations, and how we reached them | 99% | 58% | - | -1% |
| Overall section score | 95% | 65% | +2% | +1% |
What the results tell us
Early indications are that we need to work harder to demonstrate thoroughness in our casework and get better at explaining our decisions. Our Service Model guidance is helping to improve this as it sets out what caseworkers must do at each stage of our process to ensure decisions are clearly explained.