Ms Elaine Cassidy:

On the matter of the timeline, our dispute resolution process will begin within a few days of a person putting a complaint in with us. It can be over within a week or so for simple things. It could go on for months for complex complaints like permanent health insurance and difficult insurance claims, but more due to the nature of the complaint. It goes into investigation before adjudication if that is not successful. The investigation process involves exchanging documents in line with fair procedures. We have to exchange documents. We cannot shorten that process in any way. That typically takes about four to six months, and then an adjudication will follow within the next couple of months afterwards. That is the timeline for complaints, step by step. There was also a question about powers of the ombudsman's office.