Dispute resolution timeliness
Assesses whether the organization resolves disputes and conflicts in a timely manner. It evaluates commitment to timely resolution, recognizing that prolonged disputes cause ongoing harm. Definitions: Dispute includes formal complaints, employee grievances, beneficiary/customer complaints, supplier/partner disputes, and internal conflicts. Resolution means a documented outcome communicated to all parties with any remedy initiated, or mutual settlement recorded. The metric applies to cases closed in the period. Taxonomy & Routes: To ensure appropriate handling, disputes must be routed via: (A) HR/Employment (ACAS); (B) Safeguarding (statutory/CC); (C) Whistleblowing (PIDA/ISO 37002); (D) Beneficiary/Service (ISO 10002); (E) Fundraising (Fundraising Regulator); (F) Financial (FCA/FOS); (G) Supplier/Commercial. Each route requires specific owners, independence rules, and statutory timelines that override the 30-day median.
- Does the organization have a formally documented policy and procedure for dispute resolution that includes target timeframes?
- Show the dispute-type taxonomy and evidence of correct routing for a sample of each type (e.g., HR, Safeguarding, Fundraising).
- How does the organization systematically track and monitor the lifecycle of all disputes, from initiation to closure?
- What is the median dispute resolution timeframe based on data from the last 12 months, and how is this data reported and reviewed?
- Provide evidence that appeal reviewers were independent (org chart/RACI + sample cases).
- Show stop‑clock authorisations and monthly audit results. How are start/stop and stop‑clock rules defined and evidenced?
- What are your serious incident trigger criteria and evidence of reporting/escalation within required timeframes?
- What reasonable adjustments (Equality Act) and language support are offered?
- What is your 95th percentile over the last 12 months and how do you reduce outliers?
- The official dispute resolution policy and procedure document with taxonomy and routing.
- Case-log data dictionary (mandatory fields + definitions) and access to the case management system.
- Stop‑clock reason code register + approval workflow, and sample of paused cases with approvals.
- Performance reports or dashboards presenting data on median resolution times, 95th percentile, and backlog trends.
- Appeal independence evidence (e.g., RACI, org chart, sample cases).
- Safeguarding/whistleblowing escalation timestamps and trustee notification logs.
- CSAT survey instrument + response rate report.
- Evidence of preventative actions, such as staff training records on conflict resolution.
- Audit trail showing time stamps (intake, acknowledgment, investigation milestones, decision, appeal, closure).
- Sample closure letters showing outcomes/remedies and signposting to ADR/ombudsman where relevant.
| Level | Rating | Description |
|---|---|---|
| 5 | 5/5 | Median ≤ 20 days, 95th percentile ≤ 45 days, ≥85% timeliness CSAT, comprehensive tracking, segmented reporting |
| 4 | 4/5 | Median ≤ 30, 95th ≤ 60, ≥75% timeliness CSAT, appropriate tracking, zero overdue safeguarding steps |
| 3 | 3/5 | Median ≤ 30 with basic tracking, no tail/CSAT targets |
| 2 | 2/5 | Median > 30 |
| 1 | 1/5 | No timing tracking or median > 60 |
Discussion (1)
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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