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Key Performance Indicators

Period: 2015 - 2016

Number of ADR cases handled. 21
Average number of days taken to reach an outcome. 26 days
Percentage of disputes that took over 90 days to resolve. Nil
Percentage of disputes resolved in favour of consumer. 51%
Percentage of disputes resolved in favour of trader. 43%
Percentage of disputes resolved by mediation, agreed to by both parties in dispute. 6%
Number of disputes remaining unresolved. Nil
Number of disputes refused. Nil
Rate of compliance with ADR outcome by traders. 100%
Rate of compliance with ADR outcome by consumers. 100%

Period: 2016 - 2017

Number of ADR cases handled. 25
Average number of days taken to reach an outcome. 21 days
Percentage of disputes that took over 90 days to resolve. Nil
Percentage of disputes resolved in favour of consumer. 52%
Percentage of disputes resolved in favour of trader. 38%
Percentage of disputes resolved by mediation, agreed to by both parties in dispute. 10%
Number of disputes remaining unresolved. Nil
Number of disputes refused. Nil
Rate of compliance with ADR outcome by traders. 100%
Rate of compliance with ADR outcome by consumers. 100%

Period: 2017 - 2018

Number of ADR cases handled. 26
Average number of days taken to reach an outcome. 20 days
Percentage of disputes that took over 90 days to resolve. Nil
Percentage of disputes resolved in favour of consumer. 60%
Percentage of disputes resolved in favour of trader. 35%
Percentage of disputes resolved by mediation, agreed to by both parties in dispute. 5%
Number of disputes remaining unresolved. Nil
Number of disputes refused. Nil
Rate of compliance with ADR outcome by traders. 100%
Rate of compliance with ADR outcome by consumers. 100%

Period: 2018 - 2019

Number of ADR cases handled. 10
Average number of days taken to reach an outcome. 20 days
Percentage of disputes that took over 90 days to resolve. Nil
Percentage of disputes resolved in favour of consumer. 54%
Percentage of disputes resolved in favour of trader. 35%
Percentage of disputes resolved by mediation, agreed to by both parties in dispute. 11%
Number of disputes remaining unresolved. Nil
Number of disputes refused. 6
Rate of compliance with ADR outcome by traders. 100%
Rate of compliance with ADR outcome by consumers. 100%

Period: 2019 - 2020

Number of ADR cases handled. 17
Average number of days taken to reach an outcome. 10 days
Percentage of disputes that took over 90 days to resolve. Nil
Percentage of disputes resolved in favour of consumer. 25%
Percentage of disputes resolved in favour of trader. 50%
Percentage of disputes resolved by mediation, agreed to by both parties in dispute. 25%
Number of disputes remaining unresolved. Nil
Number of disputes refused. 13
Rate of compliance with ADR outcome by traders. 100%
Rate of compliance with ADR outcome by consumers. 100%