Annual Summary of Complaints Statistics

April 2008 – March 2009  

Complaints Statistics 2008 - 2009

The purpose of this report is to provide an overview of complaints received throughout the Court Service during the period April 2008 to March 2009.
Complaints from the public made during this period were made either directly to a local office or centrally to the Communications Group in Belfast.

Complaints received

  1. During the year a total of 183 complaints were received throughout the Court Service.  A total of 9 of these complaints related to an organisation other than the Court Service and 12 related to a judicial decision [the NI Court Service cannot deal with complaints against judicial decisions] reducing the total number of complaints received relating to the Court Service to 162. For the purpose of this report our statistical analysis will only include those complaints which relate directly to the Court Service.
  2. In the period from April 2008 to March 2009, 91% of complaints were answered within the target time of 15 days.  9% were not answered within the target time due to complex nature of the complaints and additional time was required to research the background.
  3. Complaints were received in 9 main business areas as can been seen below.

Breakdown of complaints by Business Area

  1. Just over 40% of complaints were received at local courthouses.  The breakdown of the number of complaints received at each courthouse is highlighted below.

Complaints received broken down by courthouse

Breakdown of complaints by category

A breakdown of each of the categories of complaint can be seen below.

Breakdown of complaints by category

  1. The following categories account for the majority of complaints received.

A breakdown of where these complaints were received is shown below.

Breakdown of complaints regarding delays

Breakdown of complaints regarding admin errors

Breakdown of complaints regarding accommodation

Breakdown of complaints - Other

How complaints were made

  1. The most frequent method of making a complaint was by letter (52%) followed by email (22%).  Making a complaint in person or via the complaint form are the least favoured methods of making a complaint.  10% of complaints were received by using the comment card facility.  A full breakdown of how complaints were received can be seen below.

Breakdown of how complaints were received