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Q&A
Strategies to reduce complaint resolution time
0:13:38
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142 sec
Commissioner Mayuga discusses various factors affecting complaint resolution time and strategies to improve efficiency.
- Resolution times are trending downward for both Fair Workweek and Paid Safe and Sick Leave complaints
- Factors impacting resolution time include case complexity, employer responsiveness, and the need for additional information from complainants
- DCWP prioritizes cases involving retaliation or job loss
- The agency is leveraging technology and data science to expedite complaint processing
- DCWP emphasizes that workers should trust their complaints are being resolved as quickly as possible
Julie Menin
0:13:38
What can be done to bring that a 153 days down?
0:13:43
I mean, obviously, resources, and I know you and I have just, the other day, had that conversation, how I believe the agency is stretched too thin as being asked to do too many things, with limited resources.
0:13:56
So what can be done to bring that number down so that workers have confidence that their complaint will be resolved expeditiously?
Vilda Vera Mayuga
0:14:05
Yes.
0:14:05
No.
0:14:05
Thank you for that question.
0:14:06
I mean, it has been trending down in terms of the amount of days that it's taking us, also in paid save and cyclic law, on the amount of, days to resolve an investigation.
0:14:16
We did put in our fiscal impact statement for for the bills that we're discussing today as well.
0:14:22
That would certainly, like you said, it always helps when there's, like, a new mandate or something's gonna expand a bill.
0:14:27
Like, what what are the resources that will be needed?
0:14:30
I will say that workers should a 100% trust that their investigation is being resolved as expeditiously as possible, and there's a number of factors that always will impact a case.
0:14:41
It could be, you know, for somebody who may make a a retaliation claim.
0:14:45
Right?
0:14:46
They might have lost their job because of a certain violation of the law and they want their job back.
0:14:51
That we're gonna expedite that because we obviously want some people to get their income as soon as possible.
0:14:57
And there are other factors that may impact the resolution of a case, such as how quickly, how responsive an employer may be to our request for documents.
0:15:06
Complainants themselves.
0:15:08
Right?
0:15:08
Like, sometimes we ask them for additional information so that we can have a better understanding of the allegations that have been made, and that's also going to impact how things are resolved.
0:15:17
How big the case may be, sometimes a a worker may bring a complaint and we receive a few others, and then we realize that by a number of questions and what we're receiving, we've decided that it should be a workplace wide investigation.
0:15:31
So that's gonna probably take a little bit longer because we're gonna look at an entire workforce at a location.
0:15:36
So there's a number of factors that impact, but the number is trending downwards.
0:15:40
We're constantly looking at, especially technology, right, how you may be able to assist us in expediting, the steps that we take.
0:15:48
And our data scientists, I really praise their work a lot.
0:15:51
Everybody does amazing work, but I think that the mastery of the numbers from from that group of individuals also always helps us move as fast as we can.