24 Annual report 2011 The number of cases concluded in 2011 was 4,922 as against 4,853 in 2010. Of the cases concluded, 1,001 (20.3 per cent) were substantively investigated, i.e. the Ombudsman generally concluded these cases with a statement, and 3,921 (79.7 per cent) were rejected for various reasons (see p. 97 for further information). Number of cases concluded in the past ten years 5,000 4,000 3,000 4,094 3,726 4,283 3,964 3,951 4,188 4,164 2007 2008 4,853 4,922 2010 2011 4,415 2,000 1,000 0 2002 2003 2004 2005 2006 2009 Usually, a first reply is sent by the Ombudsman to the complainant within ten working days after receipt of the complaint, also in cases which are eventually rejected. 40.7 per cent of rejected complaint cases were concluded within ten calendar days. The average processing time for rejected complaint cases was 33.7 days in 2011. The case processing times of the office are fairly stable: The average ­processing time for substantively investigated concrete cases (i.e. complaint cases and ­concrete cases opened on the Ombudsman’s own initiative, but not inspection cases etc.) concluded within the report year was 5.3 months (162.7 days). For rejected concrete cases, the average case processing time was 33.7 days in 2011. The corresponding figures for 2010 were 31.0 days for rejected concrete cases and 154.9 days for substantively investigated concrete cases. The Ombudsman has established targets for the desired case processing times for complaint cases, partly for rejected cases and partly for substantively investigated cases. The target is that 90 per cent of rejected complaint cases should be concluded within two months. Of the complaint cases which are substantively investigated, 75 per cent should be concluded within six months and 90 per cent must be concluded within 12 months. These targets were not entirely met in 2011: 84.8 per cent of rejected complaint cases were concluded within two months (calculated as 60 days) – the target was 90 per cent. 73.4 per cent of substantively ­investigated complaint cases