| Total number of complaints received | Number of Stage 1 closed complaints | Number of Stage 2 closed complaints | Complaints still open |
|---|---|---|---|
| 30 | 15 | 1 | 14 |
* A note to Complaints still open. Complaints received during this period but not closed – both complaints still open during this period are compliant with timescales.
Types of complaint (all complaints)
- 60% of all complaints were related to Internal Dispute Resolution Procedure.
- 40% of all complaints were related to service delivery.
Complaints Outcomes
Service Delivery complaints
- 15% of service delivery complaints were upheld.
- 39% of service delivery complaints were not upheld.
- 15% of service delivery complaints closed were partially upheld.
- 31% of service delivery complaints closed were resolved.
IDRP Complaints
- 100% of IDRP complaints were upheld.
Lessons Learned
- Retirement correspondence has been updated to clearly advise that members contributing to their Additional Voluntary Contributions (AVCs) up to their retirement date may experience a slight delay in the finalisation of their benefits. A newsletter article has also been developed, providing additional context and explanation.
- The wording on the deferred into payment letter has been adjusted to make it more clear that payments can only be processed once the payable date has passed.
Compliments Received
- 9 compliments were received regarding the quality of service, the knowledge and helpfulness of NILGOSC staff, and the organisation’s continued commitment to delivering an efficient and member-focused service.