Very few of the 24 dispute resolution agencies examined published information on how service users found out about them (source of inquiry), or where users were referred if their problem could not be resolved (referral destination). Thus, as was the case with demographic characteristics of service users, it is difficult to build a reliable picture of source of inquiry and referral destination for these users. Nonetheless, the publicly available information on source of inquiry and referral destination are consolidated below.
Five agencies published information on source of inquiry and two agencies published information on referral destination. Table 86 provides a summary of the major sources of inquiry and referral destinations for each agency.
Table 86: Top three sources of inquiry and referral destinations by agency
|Agency||Years||Top 3 sources of inquiry||
|Top 3 referral destinations||
|NSW Health Care Complaints Commission||1999/2000 to 2001/2002||Consumer|
Area Health Services
|Financial Industry Complaints Service||2000 to 2001||Media (incl. telephone book)|
|Insurance Brokers Dispute Facility||2000 to 2002||Broker|
|Insurance Enquiries & Complaints Limited|
Australian Securities & Investment Commission
Financial Industry Complaints Servicea
|Community Justice Centres||1999/2000 to 2001/2002||Magistrates|
|Office of the Legal Services
|1999/2000 to 2001/2002||Client|
a The percentages referring to each destination were not provided.
Sources: HCCC, FICS, IBDF, CJC and OLSC Annual Reports.
- Most sources of inquiry were specific to the agency. There were, however, several sources which were common for more than one organisation. These were consumer bodies, the telephone book and industry members.
- Referral destinations for the two agencies that reported this information were specific to the area of complaint covered by the agency.