Commentary on Sections Complaints Handling – the new system Section 121: Performance targets and monitoring
331.This section empowers the Board to set performance targets for the OLC in relation to any of its functions, or to direct it to set its own targets relating to its functions. Sections 121(3) and 121(4) state that any targets must be published. Section 121(5) allows the Board to monitor the extent to which the OLC has met these targets.