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.
| Metric | Dispute resolution timeliness |
|---|---|
| Target | ≤ 30 days |
| Frequency | Continuous |
| Method | Median calendar days for cases CLOSED in the reporting month (trended rolling 12-months). Secondary: Open cohort analysis. |
| Unit | Days |
Level 1: Initial/Ad-hoc
Dispute resolution is ad-hoc and reactive. There is no formal process, and timelines are not tracked. Resolution frequently exceeds 30 days.
Level 2: Developing
A basic, informal process for dispute resolution exists. Timelines are tracked for some cases, but performance against a target is not managed. Median resolution time often exceeds 30 days.
Level 3: Established
A formal, documented dispute resolution process is implemented with a defined target of 30 days. Timeliness is consistently tracked, and the median resolution time is generally at or near the 30-day target.
Level 4: Advanced
Process is quantitatively managed; tail performance (95th percentile) is controlled; ≥75% timeliness satisfaction; root-cause actions reduce ageing/backlog. No overdue safeguarding/whistleblowing internal escalation steps.
Level 5: Optimizing
Culture of early sulh; published SLAs and annual learning report; median ≤ 20 days, 95th ≤ 45; ≥85% timeliness satisfaction; zero overdue safeguarding escalations. Demonstrates segmentation: median and 95th percentile reported by dispute type and triage category.
Organisation Types
By Organisation Size
| Size | Applicability | Notes |
|---|---|---|
| Micro | exempt | Disproportionate; lacks dispute volume for statistical tracking or formal case management systems. |
| Small | partial | Basic complaints policy suffices; exempt from complex taxonomy and statistical percentile tracking. |
| Medium | partial | Requires documented procedures and basic tracking, but strict statistical percentiles (95th) may be disproportionate due to low case volume. |
| Large | full | Fully applicable; case volume justifies formal tracking systems and statistical targets. |
| Major | full | Fully applicable; essential for managing complex operations and high stakeholder volume. |
Applicable When
- The organization interacts with stakeholders (employees, customers, beneficiaries, etc.)
- There is a possibility of disputes or conflicts arising within the organization or with external parties.
Not Applicable When
- The organization has absolutely no interaction with any external parties and operates with no employees (highly unlikely)
Discussion (1)
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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