Q&A
Introduction of DCWP's new online complaint portal
0:37:23
ยท
163 sec
DCWP representatives discuss the implementation and benefits of their new online complaint portal, launched in July 2023.
- Portal designed to improve accessibility for submitting consumer complaints
- Individual modules for different categories of complaints to ensure necessary information is collected
- Aim to increase the number of actionable complaints received
- Initial data showing an increase in mediated complaints since the portal's launch
- Ongoing monitoring and openness to further improvements
Carlos Ortiz
0:37:23
I think there are, I think there's on the on one on the one hand, I think there are certain data differences that make it difficult to compare apples to apples between now and 2016.
0:37:37
Certainly, I think, when you're in at the time intaking and triaging and what complaint gets assigned to mediator versus now perhaps an invalid complaint or a complaint with insufficient information would not be assigned to mediator and, hence, would not fall under the the captured data.
0:37:51
That said, I don't want to discount that we probably have had a decrease in mediated complaints, and we have ourselves been working and thinking of how we can, be more accessible to taking complaints.
0:38:01
And I think, for example, our our DCWP new our new DCWP portal is a great example of that and has led to an increase of of mediated complaints since last year.
0:38:10
And I I think Andy can add more about what the portal, has done to be a better tool for New Yorkers.
Andrew Schwenk
0:38:17
Yeah.
0:38:17
On on the, portal specifically, you know, to start with, I wanna encourage anybody who does have a consumer complaint to please go to our website and use the portal.
0:38:26
It was developed with this very issue in mind.
0:38:29
The portal allows individual, modules for different types of, categories of complaint, to make sure that the consumer, is able to submit information that needs to be submitted for GCWP to take action.
0:38:43
And that's our you know, always a problem we face is ensuring that the complaints we we receive actually have information that allow us to take action on them, whether it be through mediation or ultimately an inspection.
0:38:55
And the portal is a a a great tool for that, and and we're we are, watching the numbers and and are open to, making tweaks to that to, improve even further in the future.
0:39:06
And I I would add that launched in, July of twenty twenty three.
0:39:09
So it's, something that we're, you know, regularly monitoring right now.
0:39:14
And and I guess sort of on the larger question about data, I would just add, you know, we we were able to review the committee, report this morning, and I think at least some of the data presented there on consumer mediations, may be dated, because of our, database rollover that occurred in 2023.
0:39:33
So the data cuts off, I think, mid twenty twenty three.
0:39:36
We do have updated data, of course.
0:39:38
Happy to share that anytime.
0:39:40
And I think, you know, for 2023 and '24, the number of con of mediated consumer complaints is is up, a little bit above 2,000, back to kind of, the levels it was at, closer pre COVID.
0:39:56
So I think, you know, to to Carlos's earlier points, it's tough always tough to do an apples to apples comparison with this data, but, we are always proud of of what we have mediated in this space.