When no action is the best action: justifying non-enforcement

Putting measurable frameworks around risk can help over-burdened regulators break free from a reactive culture and get control. The focus must be on service.

Regulators that receive high volumes of complaints from the community or stakeholders can become overburdened by the management of those complaints.

Sometimes, well-meaning complaints officers (chosen for that quality) get very bogged down trying to solve the complainant’s problem whilst the complaints keep rolling in.

Having a strong focus on “service” will often encourage processes that result in many complaints not being closed until there is a resolution to the satisfaction of the complainant.

This can become burdensome, as almost all complaints may seem worthy of letters seeking information, as well as responses from the regulated entity that has been complained about. This means a regulator can wind up using a high proportion of its resources responding to complaints for fear of being accused of doing nothing.

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