Recommendation 21

Users of such a service must receive assurance that information about complaints and failures is being aggregated and used proactively to improve systems and services, not just to effect redress to the individual. In order to achieve this, the Department should: • analyse information gathered through this mechanism both to hold operators to account for resolving specific problems promptly, and to enable systemic issues and trends to be identified and addressed; and • report quarterly on what issues have been resolved and services improved as a result. (Recommendation, Paragraph 106)