Annual Report 2016-17

43 Examining complaints Evaluating the complaints function An assessment of the results shown in Table 7 demonstrates that our complaints function performed well in 2016–17. Table 7 shows the evidence for each identified result as well as details of each measure we have put in place to achieve our objectives. Table 7. Results for examining complaints Result Measures Performance Finalised majority of complaints received during the year. Maintain the number of complaints examined and finalised during the year. Commission examined 72 complaints during the year. See p 45. Timely acknowledgment and completion of preliminary examination of complaints. Maintain or decrease the time taken to conduct preliminary examination of complaints. Commission examined 69% of complaints within 3 months (last year: 78%) and 94% of complaints within 6 months (last year: 93%). See p 45. Maintain the time taken to formally acknowledge complaints received. 100% of complaints received were acknowledged within 5 working days. See p 45. High standard of judicial performance. Compare number of complaints to the number of court matters finalised during the year. 364 judicial officers in NSW heard around 700,000 court matters in 2016–17. Only 75 complaints about 57 judicial officers were made to the Commission. See p 44. Compare number of complaints dismissed under section 20 of the Judicial Officers Act 1986 with complaints that require further action. 96% of complaints (69 of 72 examined) were summarily dismissed under section 20 of the Judicial Officers Act 1986. Three complaints required further action. See p 45. Maintain accessible information about the complaints process. Information about the complaints process and how to make a complaint was provided in the annual report, on our public website, and in brochure form. We responded to 265 requests for information. See p 46. Independence of judicial officers was maintained. Maintain confidentiality of complaints process. Commission examined all complaints according to statutory criteria and established protocols. See pp 48 and 49. Information gathered from the complaints process has been used to develop education sessions for judicial officers. Monitor and analyse trends in complaints to feed into our education events. 33% of complaints arose from allegations of failure to give a fair hearing. 24% of complaints arose from allegations of an apprehension of bias. Education sessions held and publications produced during the year addressed these issues. See p 47. Expenditure was within budget. According to budget. As at 30 June 2017, complaints expenditure was $510,000 or 8% of overall expenditure.