To improve the efficiency of its complaint-handling process, Corporations should develop procedures to track the progress of complaints to ensure that they continue to move through the process without unnecessary delay.
Corporations stated it established a complaint team in August 2006 that revised the processing of complaints. As a result, Corporations stated that the time to respond to a complaint has been shortened. The complaint team also developed a monthly report that tracks the number of complaints received, the backlog of complaints, responses to complainants, and the average number of days it takes to process complaints. Additionally, Corporations stated that the enforcement division has developed plans and goals that involve completing case investigations and either taking action or closing a case, as appropriate. (See 2008-406, p. 55)
Agency responses received after June 2013 are posted verbatim.