The following SDI’s were deliberated upon and adopted at the March 2004 office workshop:
1. Finalise on average 12 cases per month per investigator for all offices.
2. From the time of allocation of a file to an investigator, finalise cases within the following timeframes:
(a) no jurisdiction: within 5 days
(b) simple cases: within 3 months
(c) ordinary cases: within 6 months
(d) complex cases: within 24 months.
Simple cases were defined as those which can be finalised by means of a telephonic or email enquiry.
Ordinary cases were defined as those in which a preliminary enquiry suffices for them to be finalised. In such cases, the investigator is required to write an initial letter, and he/she may have to interview complainants and peruse documents.
Complex cases are those cases that cannot be finalised after a preliminary investigation. Such cases require involved investigations and legal research, and include those cases where formal reports are written and also those in which public hearings are conducted.
3. Acknowledge receipt, in writing, or orally in appropriate cases, on average, within 7 working days of all incoming complaints and correspondence.
4. Assess incoming complaints and complete:
· the investigation plan
· alias
· subject, and
· institution complained against
on the Case Management System on average within 5 working days of the case being received by the investigator.
5. Approach the institution complained against, or in appropriate cases, the complainant for further information, within 10 working days of completing the investigation plan.
5A. (Addition) Inform the complainant within 10 working days of the completion of the investigation plan of our intention with the complaint.
6. Answer all further incoming correspondence within 10 working days of acknowledging receipt of such correspondence.
7. If correspondence has not been responded to within 20 working days of its being sent, then a reminder must be sent within 5 working days of the expiration date.
8. In cases where no response was received after a first reminder, send out a second reminder within 15 working days of the first reminder.
9. In cases where no response was received within 20 working days after a second reminder, take all possible steps within 5 working days to ensure a positive reaction, including consultation with the Provincial Representative or Chief Investigator with a view to considering to take more formal steps.
10. Give effective reports to the complainant at least every six weeks, and inform the complainant of the outcome of an investigation within 10 days of the conclusion of the investigation.
11. Inform the institution involved of the outcome of the investigation within 10 working days of the conclusion of the investigation.
11A. (Addition) Write reports (formal and special) in all appropriate cases within two months of finalising the investigation.
12. Where a supervisor’s inputs are necessary: Screen drafts submitted by investigators within 10 working days of receipt of the draft.
13. Managers are to include “follow-up on recommendations” as a Key Performance Area in their performance contracts.
14. Ensure user satisfaction by:
· being courteous at all times
· returning calls as soon as possible after receiving the message
· otherwise adhering to the code of conduct of the office.
15. Deliver quality work with regard to the following:
15.1 Obtain all relevant details on complaint forms to enable assigned investigators to pursue the complaint without having to take further details from the complainant
15.2 Identify issues contained in a complaint correctly at the outset
15.3 Refer complainants with no jurisdiction or premature matters to the correct institutions, or otherwise advise appropriately
15.4 Take decisions based on adequate research, including the consideration of administrative and other legal principles
15.5 Draft all documents in a logical and understandable manner
15.6 Record actions taken, and file documentation, in a proper manner
15.7 Complete the Case Management System timeously and correctly
15.8 Make adequate and practical recommendations that will have a positive impact
15.9 Correctly identify root causes or systemic deficiencies leading to complaints, and address such causes or deficiencies
*** SDI March2004