Annual Customer Feedback Report
Period of report – April 2007 to March 2008
Number of complaints received – 18,568
Number of complaints answered within the charter standard of seven working days – 15,009 (81%)
Number of compliments received – 6,667
Top five areas of complaint
- Decision taken too long
- Payment not received
- Information provided not used
- No promised telephone call back
- Information incorrectly given
Top five areas of compliment
- Staff
- Information given
- Benefit process
- Telephone access
- Correspondence
