This section explains who we are, the role of the Independent Case Examiner, what we examine and provides answers to Frequently Asked Questions
We welcome complaints from customers of those businesses that fall within our jurisdiction about the service they have received. We also welcome complaints about our own service; we will investigate those complaints thoroughly and provide comprehensive responses. We are committed to providing a fair, impartial and high quality service.
However, our service is publicly funded and we have a responsibility to ensure that funds are spent wisely. There are a small number of complainants who contact us so frequently that they hinder our consideration of their and other people's complaints. When that happens, we will ask them to modify their behaviour. We may, for example, ask them to stop contacting us for a defined period or in relation to a particular issue. If they fail to respond to such requests, we may decide to terminate contact altogether.
Such decisions are not taken lightly and, when they are taken, we will always advise individuals of how to complain about those decisions or about our service in general.