Bi-annual Statements – flamegasworks

The Central Accounting Unit Customer Survey 2000
The Results

This document was created in July 2001

12) Bi-annual Statements

Figure 40

Bi-annual statements have been issued since December 1996. The pie chart above shows that 93% find the bi-annual statements useful and only 7% reported that they did not. Statements were the issue leading to most comments in the survey, mainly discussed in question 13 under improved services. Below is a summary of the findings:

The use of E-technology with on-line access to estate accounts via the Internet and email statement requests was again mentioned as in question 8.

The format of the statements provided by CAU was another point of discussion. A few respondents would like this improved along with the posting codes of transactions simplified. Faxing statements were mentioned in the context of allowing them to be faxed to them from CAU especially when it was urgent or when a statement they had requested in writing or by telephone had not been received. This point was brought up in question 8 under reliability but was again reiterated in the improved services question.

Problems identified in this aspect of work were:-

i) Multiple statements being received at IP firms;

ii) Statements not being received due to incorrect addresses;

iii) Incorrect firms names;

iv) IPs name being incorrect.

i) Can be due to a case being closed and subsequently re-opened or, in a joint liquidation, CAUs computer system having both IPs as main liquidators, resulting in duplicate automatic statements. Once reported to them, this can be resolved by the computer support team.

ii), iii) and iv) usually occur where an IP has moved from one firm to another or administers different cases at different addresses. The correct information has either not been received or, if it has, has not fed through to CAUs system Once again this can be rectified by computer support once reported to them.

It is clear from the number of responses that different IP firms would prefer statements at different frequencies, which would be impossible for CAU to facilitate. It is possible though to obtain a statement whenever is required by telephone or written request by means of the Customer Services section. On a positive note one respondent stated that the bi-annual statements were the greatest improvement to the service.

The proposed introduction of on-line access to their estate accounts via the Internet should resolve this problem for the majority of IPs.

Customer Survey Contents

[INTRODUCTION] [GENERAL CONTEXT] [PERFORMANCE CRITERIA] [CAU FUNCTIONS] [SATISFACTION WITH STANDARD FORMS] [EXCHANGE VISITS] [BI-ANNUAL STATEMENTS] [IMPROVED SERVICES] [COMPLAINTS (& Complaints Procedure)] [GENERAL COMMENTS] [ANNEX A – Action Plan]

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