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In some circumstances, it can currently take up to 4.5 months to conduct an initial assessment for some complaints, particularly if they are complex. We are doing everything we can to reduce this time. You can find average timescales for each stage of complaint handling across all types of complaints here.

Appendices to the Investigations Manual

| Complaint process policies | Complaints

For the first time in the history of the office the Commissioner has published their Investigations Manual for public reference in line with their commitment to accountability, honesty and transparency. The manual has been created to codify the investigations processes across all aspects of the office’s work and was finalised in consultation with our stakeholders. 

These are the appendices to that Manual.

The Investigations Manual can be found here.

The Manual and appendices were first published in March 2023, this is a revised version published in December 2023.

Download publication as pdf
Download Appendices to the Investigations Manual publication as pdf
Download publication as word document
Download Appendices to the Investigations Manual publication as word document