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Performance against our Service Charter 2016-17 Quarter 3 (October-December 2016)

Following a fair and open process

The table below shows how we performed against our commitment to follow a fair and open process.

Commitment

2016-17 Quarter 3

(Oct-Dec)

  Casework process assurance Complainant feedback
5. We will listen to you to make sure we understand your complaint 97% 67%
6. We will explain the specific concerns we will be looking into 92% 83%
7. We will explain how we will do our work 89% 71%
8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision 94% 42%
9. We will share facts with you, and discuss with you what we are seeing 79% 64%
10. We will evaluate the information we've gathered and make an impartial decision on your complaint 98% N/A
11. We will explain our decision and recommendations, and how we reached them 99% 59%
Overall section score 93% 64%