Conciliations and investigations
If a complaint cannot be resolved through referral, we may conciliate or investigate it.
In 2012-13, this accounted for 10 per cent of all complaints (16,409). Of those:
- 97 per cent were conciliations
- 2.9 per cent were investigations, and
- 0.1 per cent were conciliated for determination.
|Conciliations and investigations||Number||Percentage|
|Conciliated for determination||10||0.1|
Why we conciliate or investigate
The main reason why we conciliated or investigated complaints in 2012-13 was because the complaint was unresolved. This was the case for 91 per cent of complaints.
The remaining 9 per cent of these complaints were conciliated or investigated because the provider did not respond to the complaint within the required time, or at all.