Advertising Standards Bureau Review of Operations 2016 2016 Review of operations_WEB | Page 19

Challenge met – record number of complaints
within jurisdiction
In 2016 the ASB received
5,592 complaints, the second
largest number of total
complaints ever received in
one year (5,735 in 2014).
This equates to almost
95 complaints a week and
over 20 complaints each
business day.
While the system was challenged by an increased
workload due to more complaints being assessed
as being within ASB jurisdiction, this challenge
was met by ASB in 2016 with 533 cases being
raised and considered by the Board.
What does this mean?
Complaints which are assessed as falling within
the Codes usually require more time than those
that do not. Complaints which are within
jurisdiction (and have not previously been
considered) will be raised as a case, or linked
to a case that has not yet been considered by
the Board.
From these 5,592 complaints, 3,134 (56 per cent)
were found to relate to new cases within
jurisdiction, meaning they raised issues under
the Codes and did not relate to a case that had
previously been considered by the Board. This is
the largest amount of complaints ever processed as
being new cases within jurisdiction in one year. In
2014 this number was only 2,309 (40 per cent).
Timeliness
The KPI for timeliness is set at 80 per cent of
case completion within 42 calendar days. The
actual result for 2016 fell short of this target
at 73.4 per cent of all cases completed within
42 calendar days. The average number of calendar
days to complete all cases was 39.1. The drop
in timeliness can be attributed, in part, to the
increased workload in 2016.
A large amount of complaints being assessed as
being within jurisdiction creates an increased
workload for ASB staff.
Example process for complaint within jurisdiction
Complaint received Advertiser contacted and case raised Complainant informed case will go to Board
Case considered by Board and determination made Advertiser response received Additional complaints received added to Case.
Advertiser and complainant(s) informed
Case report written Advertiser informed of determination Case report published and complainant(s) informed
KPI is 80% case
completion within
42 calendar days
80
Case completion
60
40
Average calendar days for case completion
20
% all cases completed within KPI
0
2016
2015
Review of Operations 2016
2014
2013
2012
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