| answer text |
<p>Once a complaint has been accepted for investigation, the ICE Office will consider
whether a solution to the complaint can be brokered with the relevant department or
its supplier and the complainant – known as “resolution”. If it is not possible to
resolve the complaint, the case papers will be requested and the case will be allocated
to an Investigation Case Manager.</p><p> </p><p>Following a review of the evidence,
it may be possible for the Investigation Case Manager to “settle” the complaint if
the relevant department or its supplier agrees to action that satisfies the complainant.
If the complaint cannot be settled, the ICE will issue a report detailing findings
and any recommendations for redress.</p><p> </p><p>In the 2016 calendar year the average
time taken to process complaints relating to the Child Support Agency, from the point
the complaint was accepted for investigation to case closure, was 53 weeks.</p><p>
</p><table><tbody><tr><td colspan="2"><p><strong>Time taken to process Child Support
Agency complaints during the 2016 calendar year</strong></p></td></tr><tr><td><p>Less
than six months</p></td><td><p>49</p></td></tr><tr><td><p>More than six months (but
less than nine)</p></td><td><p>11</p></td></tr><tr><td><p>More than nine months (but
less than 12)</p></td><td><p>76</p></td></tr><tr><td><p>More than 12 months</p></td><td><p>265</p></td></tr></tbody></table><p>
</p><p>Resources for the Independent Case Examiner’s Office are reviewed annually.</p><p>
</p>
|
|
