Reports
KPIs, ADR Entity Reports and Independent Reviewer Reports.
Key Performance Indicators
Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between POSTRS and Ofcom.
| Performance Indicator | Target | Q1 |
|---|---|---|
| Percentage of calls answered by staff within 2 minutes. | 95% | 99% |
| Percentage of written correspondence receiving a response within 5 working days. | 100% | 100% |
| Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer. | 90% | 93% |
| Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. | 3% | 1% |
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| Percentage of calls answered by staff within 2 minutes. | 95% | 99% | 99% | 99% | 99% |
| Percentage of written correspondence receiving a response within 5 working days. | 100% | 100% | 100% | 100% | 100% |
| Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer. | 90% | 95% | 93% | 92% | 94% |
| Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. | 3% | 1% | 1% | 1% | 1% |
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| Percentage of calls answered by staff within 2 minutes. | 95% | 99% | 99% | 99% | 98% |
| Percentage of written correspondence receiving a response within 5 working days. | 100% | 100% | 100% | 100% | 100% |
| Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer. | 90% | 97% | 96% | 96% | 95% |
| Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. | 3% | 1% | 1% | 1% | 1% |
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| Percentage of calls answered by staff within 2 minutes. | 95% | 99% | 99% | 99% | 99% |
| Percentage of written correspondence receiving a response within 5 working days. | 100% | 100% | 100% | 100% | 100% |
| Percentage of Adjudicators’ Final Decisions issued within 6 weeks of receipt of the application from the customer. | 90% | 98% | 95% | 92% | 93% |
| Percentage of Adjudicators’ Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. | 3% | 1% | 1% | 2% | 1% |
ADR Entity Reports
CEDR was approved as an ADR Entity by Ofcom. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, CEDR is required to publish information on an annual basis relating to the operation of the Service.
Independent Reviewer Reports
The Independent Reviewer is not based at CEDR, nor are they part of that organisation. They can consider individual complaints about certain aspects of the level of service provided by POSTRS. They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.
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