ContentJust Search pageLJF site navigationLeft navigation links
LJF Logo
Publications sectionJustice Awards sectionResearch sectionGrants sectionPlain language law sectionNetworks section
Just Search
 
Research Report: Data digest
Print chapter
Search or view whole report
View PDF

Pathways


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
AgencyYearsTop 3 sources of inquiry
%
Top 3 referral destinations
%
NSW Health Care Complaints Commission1999/2000 to 2001/2002Consumer
Registration board
Family/friend
52.3
19.9
12.2
Registration board
Area Health Services
Director General
40.8
38.2
6.1
Financial Industry Complaints Service2000 to 2001Media (incl. telephone book)
Professional bodies
Insurance company
32.8
26.7
24.9
Insurance Brokers Dispute Facility2000 to 2002Broker

Telephone book

Consumer advice
65.7

14.5

11
Insurance Enquiries & Complaints Limited
Australian Securities & Investment Commission
Financial Industry Complaints Servicea
Community Justice Centres1999/2000 to 2001/2002Magistrates
Chamber Magistrates
Self
20.6
20.1
13.9
Office of the Legal Services
Commissioner
1999/2000 to 2001/2002Client
Previous client
Opposing client
35.7
18.6
13.2
a  The percentages referring to each destination were not provided.
Sources:  HCCC, FICS, IBDF, CJC and OLSC Annual Reports.

Comment
  • 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.


  


CLOSE
Scott, S, Eyland, A , Gray, A, Zhou, A & Coumarelos, C 2004, Data digest, a compendium of services usage data from NSW legal assistance and dispute resolution services 1999-2002, Law and Justice Foundation of NSW, Sydney, 2004