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OCC reports 622 complaints year-to-date through Sept. 30; sustained rate 8%
Summary
Office of Citizen Complaints director Joyce Hicks reported 69 complaints in September and 622 year-to-date through Sept. 30, with 52 sustained cases (8% sustained rate) and 430 pending cases.
Director Joyce Hicks presented the Office of Citizen Complaints’ monthly statistical report comparing Jan. 1–Sept. 30, 2011 with the same period in 2010.
Key figures Hicks read into the record: 69 complaints were filed with the OCC in September; 622 complaints were filed year-to-date as of Sept. 30, 2011 — a 6% decrease from the prior year through the same date. As of Sept. 30 the OCC had closed 618 cases year-to-date and had 430 cases pending. The OCC sustained 52 cases through Sept. 30, an 8% sustained rate (the same rate as the comparable period last year). The OCC conducted 45 mediations through Sept. 30, representing about 7% of cases closed.
Hicks told commissioners the OCC would provide a third-quarter statistical report on Nov. 9.
Why this matters: The OCC statistics give the commission and the public a snapshot of complaint volume, disposition rates and the proportion of cases resolved through mediation and sustained findings — metrics used to evaluate oversight performance and resource needs.
What happens next: The OCC will present a fuller third-quarter report on Nov. 9, which will allow more detailed trend analysis and follow-up questions from commissioners.
