Q&A
Complaint processing and resolution time for delivery worker protection cases
0:14:19
·
77 sec
Council Member Julie Menin inquires about the process and average time taken to resolve complaints related to delivery worker protections. Commissioner Vilda Vera Mayuga explains the factors affecting case resolution time and provides some metrics.
- Resolution time varies depending on case complexity, number of workers involved, and company cooperation
- The median number of days to resolve a case last year was 85 days
- Larger cases may take more than a year to work out and resolve
- The agency uses metrics for reporting in the Mayor's Management Report (MMR)
Julie Menin
0:14:19
And how are the complaints getting processed, and how long is it generally taking the average how long is it taking the agency on average to close out the complaints?
Vilda Vera Mayuga
0:14:29
So it's gonna depend on the cases.
0:14:31
Depends on not sometimes it's, about just the minimum pay rate.
0:14:35
Sometimes it's other laws that are also other of other protections that they're alleging violations, the workers.
0:14:42
So we're gonna take a look at those first and see if it's only 1 worker, a few workers, a lot of workers, because we will combine this and that would depend that would impact how long the case takes.
0:14:52
And then after that, once we ask for the information from the companies, the length may be impacted by how cooperative the company is once we request the records and engage with them in trying to resolve the issue.
0:15:04
So it varies the length of time that it takes just like it varies with other of our worker protection laws.
Julie Menin
0:15:11
But is there a a metric by which you could tell us?
0:15:14
I mean, like, for the MMR report, what is the metric of the average time it's taking to resolve the complaint?
Vilda Vera Mayuga
0:15:20
We can say I can say that let me look at some information I have here.
0:15:25
Last year, the median number of days to resolve a case was 85 days, but our larger cases may take more than a year to work out and resolve.
