Natisni vsebino

Complaints by stage of processing

Annual Report 2001 - Statistics

Stages of processing of complaints

  1. Resolved cases: complaints whose procedure of processing was concluded by 31 December 2001;
  2. Complaints being processed: complaints whose procedure of processing was in progress on 31 December 2001;
  3. Scheduled complaints: complaints to which on 31 December 2001 we were expecting a reply to our inquiries, and other procedural actions.

Table 3.3.4. shows a comparison between the stages of processing at the end of the years 1995 to 2001.

In 2001 a total of 3.619 complaints were processed, of which 3.132, or 86.5 per cent of all complaints processed in 2001, were resolved by 31 December 2001 .

The remaining 487 complaints, or 13.5 per cent of all complaints, were in procedure of processing, of which:

  • 179 were scheduled complaints; and
  • 308 were complaints being processed.

Table 3.3.4.

STAGE OF PROCESSING COMPLAINTS

 1995

       1996

 1997

 

 1998

 

 1999

 

 2000

 

 2001

 

Index

(01/00)

Numb.

Share

Numb.

Share

Numb.

Share

Numb.

Share

Numb.

Share

Numb.

Share

Numb.

Share

Resolved

1.875

79,7%

3.282

82,4%

3.442

86,7%

3.505

88,1%

3.727

91,5%

3.443

94,8%

3.132

86,5 %

91,0

Being processed

399

16,9%

535

13,4%

308

8,0%

261

6,6%

187

4,6%

61

1,7%

308

8,5 %

504,9

In the diary

78

3,3%

164

4,1%

204

5,3%

214

5,4%

160

3,9%

126

3,5%

179

5,0 %

142,1

TOTAL

2.352

100%

3.981

100%

3.854

100%

3.980

100%

4.074

100%

3.630

100%

3.619

100 %

99,7

 

 

Letno poročilo 2001 - Statistika

Zadeve po stanju obravnavanja

Stanje obravnavanja zadev

  1. Zaključene zadeve: zadeve, katerih obravnavanje je bilo 31. decembra 2001 zaključeno
  2. Zadeve v reševanju: zadeve, ki so bile 31. decembra 2001 v postopku reševanja
  3. Zadeve v rokovniku: zadeve, pri katerih smo 31. decembra 2001 pričakovali odgovor na naše poizvedbe oziroma druga dejanja v postopku

V tabeli 4.4.4. je prikazana primerjava med stanjem obravnavanja zadev ob koncu let 1995-2001.

V letu 2001 je bilo skupaj v obravnavi 3.619 zadev, od česar je bilo na dan 31. decembra 2001 zaključenih 3.132 oziroma 86,5 odstotka vseh v letu 2001 obravnavanih zadev.

V obravnavi je bilo preostalih 487 zadev oziroma 13,5 odstotka, izmed katerih je bilo:

  • 179 zadev v rokovniku in
  • 308 zadev v reševanju.

Tabela 4.4.4.

STANJE OBRAVNAVANJA ZADEV

LETO 1995 (stanje na 31.12.1995)

LETO 1996 (stanje na 31.12.1996)

LETO 1997(stanje na 31.12.1997)

LETO 1998(stanje na 31.12.1998)

LETO 1999(stanje na 31.12.1999)

LETO 2000(stanje na 31.12.2000)

LETO 2001 (stanje na 31.12.2001)

Indeks

(01/00)

Štev.

Delež

Štev.

Delež

Štev.

Delež

Štev.

Delež

Štev.

Delež

Štev.

Delež

Štev.

Delež

Zaključene

1.875

79,7%

3.282

82,4%

3.442

86,7%

3.505

88,1%

3.727

91,5%

3.443

94,8%

3.132

86,5 %

91,0

V reševanju

399

16,9%

535

13,4%

308

8,0%

261

6,6%

187

4,6%

61

1,7%

308

8,5 %

504,9

V rokovniku

78

3,3%

164

4,1%

204

5,3%

214

5,4%

160

3,9%

126

3,5%

179

5,0 %

142,1

SKUPAJ

2.352

100%

3.981

100%

3.854

100%

3.980

100%

4.074

100%

3.630

100%

3.619

100 %

99,7

 

 

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