Accountant in Bankruptcy (AiB) call and correspondence queries: FOI release

Information requested

Please include the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

• The average call wait times for your customer service phone lines are each year.
• The percentage of calls answered within your target time for each of those years.
• The average response time for written correspondence (email, letter, or online submissions) in each of those years.
• The percentage of correspondence responded to within the organisation’s target timeframe in each year.
• The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.
• If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

Response

Please note that not all areas of the Accountant in Bankruptcy record the requested information.

We have provided the information from the areas that do record the information.

1 - The Accountant in Bankruptcy does not hold this information and does not have any Service Level Agreements in relation to call waiting times.

2 - Not Applicable

3 -

Year	Supervision Team	Operational Policy & Compliance Team
2021/22	4.45 Days	2.92 Days
2022/23	4.04 Days	6.22 Days
2023/24	4.17 Days	4.96 Days
2024/25	4.61 Days	2.81 Days

4 -

Year	Supervision Team	Operational Policy & Compliance Team
2021/22	100%	100%
2022/23	100%	100%
2023/24	100%	100%
2024/25	100%	100%

5 - Nil for all years requested

​​​​​​​​​​​​​​6 - All information relating to telephone call handling and correspondence is contained in our Standards of Service published on our website Office information | Accountant in Bankruptcy​​​​​​​

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