Performance against our Service Charter 2016-17 Quarter 4 (January to March 2017)

Giving you the information you need



2016-17 Quarter 4


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 94% 79% -5% +1%
2. We will explain how we handle complaints and what information we need from you 89% 81% -9% -
3. We will direct you to someone who can help with your complaint if we are unable to, where possible 97% 65% +10% -6%
4. We will keep you regularly updated on our progress with your complaint 85% 73% +6% -2%
Overall section score 91% 75% - -1%


What the results tell us

Complainant’s feedback for explaining our role and how we handle complaints continues to be positive and stable.

We could do more to direct complainants to advocacy services for help with their complaint. We are ensuring our staff are trained to provide assistance according to the individuals complaint needs.