TIO Annual Report 2005/06

Complaint outcomes

Upon closure of Level 2, 3 and 4 complaints the officer handling the matter assigns an outcome indicator. This is based on their understanding of whether the complaint was resolved partly or substantially in the complainant’s favour or partially or substantially in the member’s favour. Neutral outcomes are also recorded but these are mainly an administrative action where a Level 2 or 3 complaint has not yet been resolved and requires escalation, or where a complaint has several “issues”, only one of which was the subject of formal investigation. In 2005/06 complaints with neutral outcomes increased from 25.9% to 43.8%, most probably due to the recording of multiple complaint issues in formal investigations.

In 2005/06 complaints resolved partially or substantially in favour of complainants dropped from 18.3% to 16.2% and 39.5% to 29.0% respectively. And complaints resolved partially or substantially in favour of members dropped from 3.8% to 3.1% and 12.6% to 8.0%

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