Ms MaryRose McGovern:

We are happy to say the vast majority of complaints are resolved without it being necessary to proceed to a legally binding decision. We are constantly examining our processes to determine how we can move our complaint files through the office as quickly as possible, and we try to identify issues as soon as they arise so we can resolve them. In both 2020 and 2021, the vast majority of complaints that we closed were closed informally. We have a very high percentage of closures using our dispute-resolution service, whereby the parties themselves, through the assistance of the FSPO mediator made available to them, get the opportunity to design their own solutions. They can then choose the terms on which they can resolve their complaints. It is very much within their own control. It is our default process. It is our absolute preference that the parties themselves be able to resolve their complaints. However, if that does not prove possible, we move on to the formal investigation process. That takes a good bit longer. It is a very detailed process involving the gathering of evidence and information from both parties and ensuring both have a comprehensive opportunity to make their submissions about the issue that gives rise to the complaint, because ultimately the outcome of that process is a legally binding decision.

For that reason, we want to make sure those parties are thoroughly heard.