CSD Complaints Handling Data Framework Outcome Relevant concepts Indicators Measures Data source Complaints are A decision is made. Number of complaints about our service and Administrative data appropriately The outcome is services (in-scope). handled and Timeframes- communicated. The number and proportion of complaints resolved. timeliness The completed (with decision) within agreed Clarity of commitment/actions timeframes. information are implemented. The number and proportion of complaints that lead Procedural Fairness ( Business to appeals and escalations. Evidence base improvements are The proportion of appeals found in favour of identified where complainant (changes to decisions). appropriate) The proportion of actions as a result of a closed complaint that are finalised (for future development). Clients are Opportunities to Information the The proportion of complaints cases that comply with Administrative data empowered to engage government services the CHAMP process (from an audit sample) Client survey (all have a and Knowledge/ and the clients’ rights Proportion of all clients who know how to make a clients) agency accessibility and responsibilities is complaint or appeal, or know where to find the Complainant survey Respectful accessible. information about how to do this? treatment Clients are enabled to Proportion of all clients who believe that complaints be a part of the can be made without fear of reprisals complaints process + Proportion of complainants who felt that they were resolution treated appropriately in the complaints process (e.g. Informed and updated complaint was appropriately understood, complaint about process + was informed about the process for their complaint, timeframe. and complaint was advised of what options they Their options for have for tracking or progressing their complaint). resolution. Demographics of complainants is representative of Clients are treated the client group appropriately. Opportunity for partnership.
CSD Complaints Handling Data Framework Outcome Relevant concepts Indicators Measures Data source Complaints are appropriately handled and resolved. Timeframes- timeliness Clarity of information Procedural Fairness Evidence base A decision is made. The outcome is communicated. The commitment/actions are implemented. ( Business improvements are identified where appropriate) Number of complaints about our service and services (in-scope). The number and proportion of complaints completed (with decision) within agreed timeframes. The number and proportion of complaints that lead to appeals and escalations. The proportion of appeals found in favour of complainant (changes to decisions). The proportion of actions as a result of a closed complaint that are finalised (for future development). Administrative data Clients are empowered to have a and agency Opportunities to engage Knowledge/ accessibility Respectful treatment Information the government services and the clients’ rights and responsibilities is accessible. Clients are enabled to be a part of the complaints process + resolution Informed and updated about process + timeframe. Their options for resolution. Clients are treated appropriately. Opportunity for partnership. The proportion of complaints cases that comply with the CHAMP process (from an audit sample) Proportion of all clients who know how to make a complaint or appeal, or know where to find the information about how to do this? Proportion of all clients who believe that complaints can be made without fear of reprisals Proportion of complainants who felt that they were treated appropriately in the complaints process (e.g. complaint was appropriately understood, complaint was informed about the process for their complaint, and complaint was advised of what options they have for tracking or progressing their complaint). Demographics of complainants is representative of the client group Administrative data Client survey (all clients) Complainant survey
Compliants-Handling-and-Managment-Policy.docx