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
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