DEPARTMENTAL ANALYSIS OF COMPLAINTS Complaints Complaints Complaints Complaints Complaints Extensions Late % of Late TOTAL NUMBER Complaints % of raised from brought carried over OF upheld not upheld applied for complaints complaints responded complaints Operations 1st 31ST forward into August COMPLAINTS to on time responded – July from June (JULY) PERFORMANCE to on time BASED ON STAGE 1 7 2 0 9 5 4 0 2 22.2% 7 77.8% STAGE 2 1 1 1 1 0 1 1 1 100% 0 0% ESCALATED 0 0 0 0 0 0 0 0 0% 0 0% TO STAGE 2 TOTAL 8 2 1 10 5 5 1 3 30% 7 70% COMPLAINTS Complaints Complaints Complaints TOTAL NUMBER Complaints Complaints Extensions Late % of Late Complaints % of raised from brought carried over OF upheld not upheld applied for complaints complaints responded complaints Operations 1st 31ST forward into COMPLAINTS to on time responded – (AUGUST) August from July September PERFORMANCE to on time BASED ON STAGE 1 25 0 1 24 10 14 0 4 16.7% 20 83.3% STAGE 2 0 1 0 1 0 1 0 0 0% 1 100% 0 0 0 0 0 0 0 0% ESCALATED 0 0 0% TO STAGE 2 TOTAL 0 0 1 25 10 15 0 4 16 21 84% COMPLAINTS Complaints Complaints Complaints TOTAL NUMBER Complaints Complaints Extensions Late % of Late Complaints % of Asset raised from brought carried over OF upheld not upheld applied for complaints complaints responded complaints 1st 31ST forward into August Management COMPLAINTS to on time responded – (JULY) July from June PERFORMANCE to on time BASED ON STAGE 1 7 0 2 5 5 0 0 0 0% 5 100%
DEPARTMENTAL ANALYSIS OF COMPLAINTS Operations (JULY) Complaints raised from 1st – 31ST July Complaints brought forward from June Complaints carried over into August TOTAL NUMBER OF COMPLAINTS PERFORMANCE BASED ON Complaints upheld Complaints not upheld Extensions applied for Late complaints % of Late complaints Complaints responded to on time % of complaints responded to on time STAGE 1 7 2 0 9 5 4 0 2 22.2% 7 77.8% STAGE 2 1 1 1 1 0 1 1 1 100% 0 0% ESCALATED TO STAGE 2 0 0 0 0 0 0 0 0 0% 0 0% TOTAL COMPLAINTS 8 2 1 10 5 5 1 3 30% 7 70% Operations (AUGUST) Complaints raised from 1st – 31ST August Complaints brought forward from July Complaints carried over into September TOTAL NUMBER OF COMPLAINTS PERFORMANCE BASED ON Complaints upheld Complaints not upheld Extensions applied for Late complaints % of Late complaints Complaints responded to on time % of complaints responded to on time STAGE 1 25 0 1 24 10 14 0 4 16.7% 20 83.3% STAGE 2 0 1 0 1 0 1 0 0 0% 1 100% ESCALATED TO STAGE 2 0 0 0 0 0 0 0 0 0% 0 0% TOTAL COMPLAINTS 0 0 1 25 10 15 0 4 16 21 84% Asset Management (JULY) Complaints raised from 1st – 31ST July Complaints brought forward from June Complaints carried over into August TOTAL NUMBER OF COMPLAINTS PERFORMANCE BASED ON Complaints upheld Complaints not upheld Extensions applied for Late complaints % of Late complaints Complaints responded to on time % of complaints responded to on time STAGE 1 7 0 2 5 5 0 0 0 0% 5 100%
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