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Q&A
Decrease in mediated consumer complaints since 2016
0:37:03
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19 sec
DCWP representatives address the observed decrease in mediated consumer complaints since 2016 and discuss potential factors contributing to this trend.
- Acknowledgment of data differences making direct comparisons challenging
- Changes in complaint intake and triage processes affecting what gets counted as a mediated complaint
- Recognition of an actual decrease in mediated complaints
- Efforts to improve accessibility for complaint submission
Julie Menin
0:37:03
Oh, did you have something else to add?
0:37:04
No.
0:37:04
Okay.
0:37:05
So our analysis of agency data indicates that DCWP has been mediating fewer consumer complaints each year since 2016.
0:37:15
So I wanted to dig in and understand why that is so.
0:37:20
What do you attribute that to?