Factors affecting the SPSO's casework performance

Complaints vary in nature and complexity, and therefore, in the time they take to consider and investigate.  Reasons why examination and/or investigation of a complaint may take longer than the KPI timescales include the following:

• prolonged efforts by the SPSO to enable early, proportionate resolution of a complaint without the need for examination or investigation;
• need for legal advice on jurisdiction or other matters before a decision can be made;
• significant delay by parties in supplying information needed before a decision can be made or in making information or evidence available;
• significant communication issues, such as the need to use a translator or interpreter;
• complex cases involving gathering information and evidence from diverse sources;
• volume and manner of presentation of information;
• cases which may have a significant impact on public policy; and
• exceptionally, a complaint has to be reallocated as a result of staff illness or because a member of staff has left the office.

More generally, delay can result when increases in the number of enquiries and complaints received by this office exceed the estimate on which our budget is based.  It should also be noted that staff handling complaints deal with many cases at the same time.  This means that they have to balance the priorities and interests of all the people involved.

13 February 09