Skip to main content

We have significantly reduced the time it takes to let complainers know whether their complaints are admissible for investigation, and we are continuing to improve on these waiting times. You can find average timescales for each stage of the complaint handling process for all complaints on this page of our website.

Investigations Manual

| Complaint process policies | Complaints
This image is the front page of the document.

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.

The Appendices to the Manual can be found here.

The Manual was first published in March 2023, this is a revised version published in April 2025. 

Download publication as word document
Download Investigations Manual publication as word document
Download publication as pdf
Download Investigations Manual publication as pdf