Q2 • Quarterly Performance Report • FY 2024-25 12 Figure 6: Complaints Received COMPLAINTS MQA received 7,170 complaints in Quarter Two, which is a 37.3% decrease from the previous quarter. 2,492 of these complaints were submitted through the online complaint portal. It took 3.3 days on average to process a complaint, which is a 51.5% decrease from last quarter. 1,726 cases were found legally sufficient, probable cause was found in 390 cases, no probable cause was identified in 996 cases, and 1,798 investigations were completed. There was an increase of 26.6% in investigations completed compared to last quarter. OPEN CASES The Compliance Management Unit (CMU) had 5,215 open cases, the Consumer Services Unit (CSU) had 5,599 open cases (a 75.2% decrease from last quarter), the Investigative Services Unit (ISU) had 1,008 cases open, and the Prosecution Services Unit (PSU) had 5,622 open cases. The total number of open cases was 17,444, which is a 49.1% decrease from the previous quarter. Figure 7: Number of Open Cases 5,215 5,599 5,622 1,008 CMU PSU ISU CSU OPEN CASES 17,444
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