The Northern Ireland Court Service

Quarterly Complaints Bulletin - April - June 2009

Index

 

Introduction

The purpose of this report is to provide an analysis of complaints recorded across the Court Service during the quarter April - June 2009. For comparison purposes, data from the previous 12 months is also provided.

 

Summary

Table 1: Total Complaints Received

Total Complaints Received

* Further information on upheld complaints is included at paragraph 11

 

Breakdown by venue

A breakdown of the complaints recorded by venue is illustrated in Table 2 below.

 Location

Apr- Jun 08

Jul – Sep 08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Total

Antrim

0

2

3

0

0

5

Armagh

3

2

0

1

0

6

Ballymena

2

1

0

0

0

3

Bangor

1

0

0

3

0

4

Coleraine

0

0

1

0

0

1

Craigavon

1

1

1

0

0

3

Downpatrick

0

0

1

0

1

2

Dungannon

0

0

1

0

0

1

Enniskillen

0

0

0

0

0

0

Laganside Courts

3

1

2

10

6

22

Larne

1

0

0

0

0

1

Limavady

0

0

0

0

0

0

Lisburn

0

0

0

0

0

0

Londonderry

0

1

3

0

0

4

Magherafelt

0

0

2

1

2

6

Newry

2

0

1

0

1

4

Newtownards

0

1

0

1

0

2

Omagh

0

0

0

1

1

2

Royal Courts of Justice
(RCJ)

3

1

5

3

4

16

Strabane

0

0

0

1

1

2

Court Funds Office

0

0

0

1

1

2

Communications Group

2

1

1

3

2

9

Enforcement of Judgments Office (EJO)

5

1

7

4

4

21

Coroners Service

0

0

1

0

1

2

Central Complaints
(Received in Communications Group)

13

14

14

16

17

74

Customer Service Centre (CSC)

2

1

0

1

3

7

Civil Processing Centre (CPC)

4

0

0

3

4

11

Human Resource Unit

0

0

0

1

1

2

Total

42

27

43

50

49

211

 

Breakdown by Category of Complaint

A breakdown of complaints received by category over the last 12    months is illustrated in Table 3 below.

Table 3: Breakdown of complaints by category

 

Apr- Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Total

Summons Server

2

1

1

1

1

6

Court Service Staff

3

3

3

3

7

19

Delays

7

6

7

6

5

31

Administrative Error

3

5

5

6

7

26

Accommodation

6

1

5

6

2

20

Jury Service

6

0

0

2

2

10

Information Available

3

1

2

6

2

14

Telephone Manner

0

0

0

0

0

0

Other

10

4

13

12

20

59

Online Services

1

4

1

1

0

7

Security Staff

0

1

0

2

2

5

Fees

0

1

1

1

0

3

Catering

0

0

2

0

0

2

Website

0

0

3

4

1

8

Minor of Age Funds

0

0

0

0

0

0

Interest Rate of Investment

0

0

0

0

0

0

Investment of fund

0

0

0

0

0

0

ICOS

1

0

0

0

0

1

Total

42

27

43

50

49

211

The following 4 categories account for the majority [80%] of complaints recorded.

A breakdown of the 4 main categories of complaints recorded by venue can be found at Annex A.

 

Breakdown of Complaints Received Centrally (in Communications Group)

A breakdown of the complaints received centrally during this quarter, by category and location is illustrated in Table 4 below.

Table 4: Breakdown of complaints received centrally

Category of Complaint

Total No
Of Complaints

Business Area

Bangor Court

EJO

Website

Laganside

Londonderry
Court

Dungannon Court

RCJ

Other

Delays

2

 

1

 

 

 

 

1

 

Website

1

 

 

1

 

 

 

 

 

Court Service Staff

5

1

2

 

1

 

 

1

 

Admin error

1

 

 

 

1

 

 

 

1

Other

8

 

 

 

1

2

1

 

3

Total

17

 

 

 

 

 

 

 

 

 

Complaints Upheld

The main categories of complaints upheld related to:

 

Breakdown of complaints upheld by venue and category

A breakdown of the complaints upheld, recorded by venue and category, for this quarter is illustrated in Table 5 below.

Table 5: Breakdown of complaints received and upheld

Category of Complaint

Total No of Complaints
 Upheld

Business Area

Coroners Service

Civil Processing Centre

EJO

Court Funds Office

Omagh

Laganside

Customer Service Centre

Downpatrick

Human Resource Unit

RCJ

Central Complaints (received in Communications Group)

Website

Delays

3

1

 

1

 

 

 

 

 

 

 

1

 

Administrative Error

5

 

 

 

1

 

1

 

 

1

2

 

 

Court Service Staff

4

 

 

 

 

1

 

 

 

 

 

3

 

Accommodation

1

 

 

 

 

 

 

 

 

1

 

 

 

Jury Service

1

 

 

 

 

 

1

 

 

 

 

 

 

Summons Server

1

 

 

 

 

 

 

 

1

 

 

 

 

Website

1

 

 

 

 

 

 

 

 

 

 

 

1

Information Available

1

 

 

 

 

 

1

 

 

 

 

 

 

Other

6

 

2

 

 

 

1

2

 

 

 

 

1

Total

23

 

 

 

 

 

 

 

 

 

 

 

 

 

Follow Up Action

The follow up action taken in respect of the complaints upheld has been categorised into three areas below:

As a result of the complaints received and upheld, we have:

 

Follow up Questionnaires

 

Breakdown of how complaints are received

Table 6: Method of making a complaint

 

Apr – Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Total

Letter

22

16

24

22

24

108

In Person

0

1

3

2

3

9

Telephone

3

2

2

6

7

20

Email

9

6

9

12

12

48

Complaints Form

2

1

0

4

2

9

Fax

0

0

0

0

0

0

Comment Card

6

1

5

4

1

17

Total

42

27

43

50

49

211

 

Response Time

Communications Group
August 2009

 

Annex A

A breakdown of the 4 main categories of complaints recorded by venue is illustrated in Tables A - D below.

Table A: Administrative Error

 

Apr - Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Antrim

0

0

2

0

0

Ballymena

0

0

0

0

0

Coleraine

0

0

0

0

0

Coroners

0

0

1

0

0

Craigavon

0

0

0

0

0

Dungannon

0

0

1

0

0

Human Resource Unit

0

0

0

0

1

Laganside Courts

0

1

1

2

1

Londonderry

0

1

0

0

0

Magherafelt

0

0

0

0

0

Newry

0

0

0

0

0

Newtownards

0

0

0

0

0

Omagh

0

0

0

0

0

RCJ

0

1

0

1

2

EJO

0

1

0

0

0

Coroners Service

0

0

0

0

0

Court Funds Office

0

0

0

1

1

Central Complaints

3

0

0

0

2

Communications Group

0

0

0

0

0

Civil Processing Centre

0

1

0

2

0

Total

3

5

5

6

7

 

Table B: Court Service Staff

 

Apr - Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Antrim

0

2

0

0

0

Ballymena

0

0

0

0

0

Enniskillen

0

0

0

0

0

Laganside Courts

1

0

0

0

0

Newry

0

0

0

0

0

Omagh

0

1

0

1

1

RCJ

0

0

0

0

0

Communications Group

0

0

0

0

1

Central Complaints

2

0

1

2

5

Dungannon

0

0

0

0

0

EJO

0

0

2

0

0

Customer Service Centre

0

0

0

0

0

Downpatrick

0

0

0

0

0

Total

3

3

3

3

7

 

Table C: Delays

 

Apr - Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Antrim

0

1

1

0

0

Armagh

0

2

0

0

0

Ballymena

0

1

0

0

0

Coleraine

0

0

0

0

0

Laganside Courts

0

1

0

0

0

Lisburn

0

0

0

0

0

Londonderry

0

0

0

0

0

Magherafelt

0

0

0

0

0

Newry

1

0

0

0

0

RCJ

0

0

1

0

1

EJO

4

1

3

2

1

CFO

0

0

0

0

0

Information Centre

0

0

0

0

0

Central Complaints

2

0

2

2

2

Civil Processing Centre

0

0

0

1

0

Coroners Service

0

0

0

0

1

Communications Group

0

0

0

1

0

Total

7

6

7

6

5

 

Table D: Other

 

Apr - Jun 08

Jul – Sep  08

Oct - Dec 08

Jan –Mar 09

Apr- Jun 09

Laganside Courts

0

1

0

4

2

Newtownards Courthouse

0

0

0

0

0

Newry Courthouse

0

0

0

0

1

Royal Courts of Justice

1

1

3

1

0

Central Complaints

3

0

6

3

7

Craigavon

0

1

0

0

0

Enforcement of Judgments Office

1

1

1

1

3

Coleraine Courthouse

0

0

2

 

0

Human Resource Unit

0

0

0

1

0

Londonderry Courthouse

0

0

0

0

0

Communications Group

0

0

0

1

1

Ballymena Courthouse

1

0

0

0

0

Larne Courthouse

1

0

0

0

0

Customer Service Centre

0

0

0

0

2

Civil Processing Centre

3

0

0

0

4

Total

10

4

12

12

20