Complaints & Appeals Office (CAO) - Six Month Report

Total Files Received	April - Sept 2012 Total
Compliments	34
Comments	6
Complaints	50*

Closed Complaint Files by Incoming Theme	April - Sept 2012 Total
Service related (S) complaints
S - Delay	4
S - Behaviour/attitude of staff	5
S - Errors	1
S - Lack of service orientation	5
S - Total	15
Regulatory decision (R) complaints
R - Decision Challenge	18
R - Policy Challenge	1
R - Total	19
Total Complaints Closed	34*

Closed Complaint Files by Final Outcome	April - Sept 2012 Total
S & R - no review/withdrawn	4
Service related (S) complaints
S - Founded	7
S - Unfounded	4
S - Inconclusive	4
S - Total	15
Regulatory decision (R) complaints
R - Upheld	12
R - Reconsidered/amended	3
R - Total	15
Total Files Closed	34*

* Of the 50 files received, 34 were closed by September 30, 2012.