Following an open and fair process
| Commitment | Quarter 3 (Oct - Dec 2019) | Change from Quarter 2 |
|---|---|---|
| Complainant feedback | Complainant feedback | |
| 5. We will listen to you to make sure we understand your complaint | 72% | +3% |
| 6. We will explain the specific concerns we will be looking into | 88% | -1% |
| 7. We will explain how we will do our work | 73% | -13% |
| 8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision | 51% | +3% |
| 9. We will share facts with you, and discuss with you what we are seeing | 68% | -5% |
| 10. We will evaluate the information we've gathered and make an impartial decision on your complaint | - | - |
| 11. We will explain our decision and recommendations, and how we reached them | 50% | +3% |
| Overall section score | 67% | -2% |