Outcome of complaints
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“The service was satisfactory in that they treated me with respect but I’m very disappointed with them that they could not investigate further, and prevent this from recurring.”
Enquirer“They dotted every i and they crossed every t, it was impeccable, completely amazed by it, the final report was a great document. They brought a dentist into line and improvement in that area for people who attend the dentist.”
ComplainantCustomers’ satisfaction with the outcome of their enquiry or investigation remains very closely linked to whether or not they agree with our decision.
Overall, satisfaction with the outcome is improving for complainants, but for enquirers and review customers, it is falling.
During the timeframe of this research, only a small proportion of cases in the sample were accepted for investigation and/or upheld. This affects satisfaction with the outcome:
- 34 per cent of enquirers were satisfied or very satisfied down from 43 per cent in 2009-10);
- 64 per cent of complainants were satisfied or very satisfied up from 51 per cent in 2009-10); and
- 3 per cent of review customers were satisfied down from 4 per cent in 2009-10).
However, while there may be dissatisfaction with the Ombudsman’s decision, the large majority of both complainants and enquirers are likely to use our service again (81 per cent and 70 per cent respectively) and recommend us to their friends and family (84 per cent and 70 per cent respectively).
In contrast, just 30 per cent of review customers say they would use our service again, and just 23 per cent would advocate the service to friends and family.
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