Our service is funded through a contract with ACC. Our relationship is managed in a transparent way to maintain our independence. Our performance measures are customer-focused: satisfaction with our service and timeliness.
Our relationship with ACC
Our relationship with ACC is set out in an agreement. We have proactively published this agreement to increase the transparency of our service.
How our performance is measured
Our vision is to transform the way people experience disputes. We know from research that people can experience significant delays and also that many people have historically described their experience as dissatisfying.
To ensure our service is different, we worked with ACC to develop two performance measures (sometimes called performance indicators) which we think will allow us to check whether we are working towards our vision and we report these to ACC each month.
The first is "timeliness" which measures how long it takes for people to use our service. The second is "satisfaction" which tracks how satisfied people are with our service. Since our service began in July 2019, we have met our customer satisfaction and timeliness measures.
Timeliness
Our performance is measured by timeliness. This measures whether disputes are resolved in a timely manner. The purpose of having this measure is to ensure that people get access to justice in a timely manner.
We agreed with ACC that we will aim to have disputes resolved within 60 working days (2 months) and we are required to achieve this in 85% of cases.
When we designed our service, we aimed to provide a resolution within 20 working days. Over the past two years to December 2021, we have averaged 21 working days.
Satisfaction
We measure satisfaction by asking people whether or not they are satisfied with our service. We measure this on a scale of 1 to 10 where 1 is complete dissatisfaction and 10 is complete satisfaction. The purpose of having this measure is to ensure that people using our service are satisfied. We contact everyone who uses our service and invite them to provide us with feedback.
Most people who use our service (60-75%) give us feedback. This helps us to improve our service. We do this after the case is closed and people know the outcome of their dispute. We think this is important as it allows people to reflect upon and give us feedback about the entire service we provide.
We have very high rates of satisfaction each month and in the past two years, we have averaged 98% satisfaction rating with our service.