The Directorate Service changes CSD is undertaking The number of complaints where the recommended Administrative data uses client resulting from ( monitoring and action is a change to policies and practices. feedback to Education in analysis for lessons The proportion of actions concerned with business achieve quality number of repeat learned. changes (policy and practice) that are finalised. improvement complaints) Learning’s are shared The number of appeals and escalations the Escalation and considered across recommended outcome is a change to policies and CSD. practices. CSD can demonstrate The proportion of outcomes concerned with service/policy changes business changes (policy and practice) that are as a result of finalised. learning’s. Number of recommendations QCR make following investigations. Number and proportion of recommendations made by QCR responded to by CSD Business Units. The Directorate Communication to Follow through on Number of action recommendations (from first level Administrative data is transparent commitments. complaints) that relate to transparency and Client survey (all and accountable of practice The Directorate takes accountability. clients) to its clients issues ownership of its Number of recommendations from QCR that relate Complainant survey responsibility in to transparency and accountability. relation to complaints Number of outcome recommendations (from quality. appeals and escalations) that relate to transparency and accountability. Client perceptions of the transparency and accountability of CSD in relation to complaints Complainant perceptions of the transparency and accountability of CSD in relation to complaints
The Directorate uses client feedback to achieve quality improvement Service changes resulting from ( Education in number of repeat complaints) Escalation CSD is undertaking monitoring and analysis for lessons learned. Learning’s are shared and considered across CSD. CSD can demonstrate service/policy changes as a result of learning’s. The number of complaints where the recommended action is a change to policies and practices. The proportion of actions concerned with business changes (policy and practice) that are finalised. The number of appeals and escalations the recommended outcome is a change to policies and practices. The proportion of outcomes concerned with business changes (policy and practice) that are finalised. Number of recommendations QCR make following investigations. Number and proportion of recommendations made by QCR responded to by CSD Business Units. Administrative data The Directorate is transparent and accountable to its clients Communication to of practice issues Follow through on commitments. The Directorate takes ownership of its responsibility in relation to complaints quality. Number of action recommendations (from first level complaints) that relate to transparency and accountability. Number of recommendations from QCR that relate to transparency and accountability. Number of outcome recommendations (from appeals and escalations) that relate to transparency and accountability. Client perceptions of the transparency and accountability of CSD in relation to complaints Complainant perceptions of the transparency and accountability of CSD in relation to complaints Administrative data Client survey (all clients) Complainant survey
Compliants-Handling-and-Managment-Policy.docx