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NILGOSC Bi-Annual Complaints Report

Report period: 1 April 2024 - 30 September 2024.

Total number of complaints receivedNumber of Stage 1 closed complaintsNumber of Stage 2 closed complaintsComplaints still open
201802

*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)

This pie chart summarises the two streams of complaint types, into service delivery related with 35 percent and Internal Dispute Resolution Procedure related with 65 percent.
  • 65% of all complaints were related to Internal Dispute Resolution Procedure.
  • 35% of all complaints were related to service delivery.

Complaint Outcomes

Service Delivery

This pie chart summarises the proportion of upheld versus not upheld service delivery complaints. The former has 86 percent, and the latter 14 percent.
  • 86% of service delivery complaints were upheld.
  • 14% of service delivery complaints were not upheld.

IDRP Complaints

This pie chart summarises the proportion of upheld versus not upheld Internal Dispute Resolution Procedure related complaints. The former has 64 percent, and the latter 36 percent.
  • 64% of IDRP complaints were not upheld.
  • 36% of IDRP complaints were upheld.

Lessons Learned

  • All documents not in English must be translated immediately upon receipt.
  • All Power of Attorney documentation will require authorisation from the Payroll Manager prior to action.