The Department received 6,521 complaints about child maintenance (around six for every 1,000 customers) in the year to 30 September 2021. This was considerably down from pre-pandemic levels in line with a general fall in complaints to the Department during the pandemic. Of the 6512 complaints received, the Department upheld 1,278 (1.15 per 1,000 customers). This is the highest per customer rate for any business area within the Department. The Department only upholds a complaint if, on investi...

The Department received 6,521 complaints about child maintenance (around six for every 1,000 customers) in the year to 30 September 2021. This was considerably down from pre-pandemic levels in line with a general fall in complaints to the Department during the pandemic. Of the 6512 complaints received, the Department upheld 1,278 (1.15 per 1,000 customers). This is the highest per customer rate for any business area within the Department. The Department only upholds a complaint if, on investigation, it agrees that the aspect of service complained about was below the standard expected.25 The Department explained that the number of upheld compl Type: conclusion | Number: 16 | Response status: not_addressed Government response: 5a. PAC recommendation: The Department should use its digital transformation to develop performance indicators that enable it to fully understand why customer satisfaction is so low, and target improvement where data suggests there may be an underlying service is