This means that you're presently far from meeting the demand, as you mentioned earlier. What kind of a backlog do you have? Does the backlog create additional work? When the processing of a complaint is late, the plaintiff must surely try to contact you many times, which is really very time-consuming.
I've already been an ombudsman for health services. While I was answering ten phone calls because I didn't have enough time to deal with a given complaint, there was nothing else I could do.
I understand this is the problem you are presently facing.