Complaints & Appeals Office (CAO) – Six Month Report (April - September 2017)
Total Files Received | April – September 2017 Total |
---|---|
Compliments | 14 |
Comments | 10 |
Complaints – new | 29Table Note 1 |
Table Note
- Table note 1
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Of the 29 complaints received between April 1, 2017 and September 30, 2017, 19 were closed by September 30, 2017.
Total Complaints Closed | April – September 2017 Total |
Carried over from previous period |
---|---|---|
Complaints closed – new | 19Table Note 2 | |
Complaints closed – carried over | 13Table Note 3 | |
Total complaints closed | 19+13=32Table Note 4 |
Table Notes
- Table note 2
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Of the 29 complaints received between April 1, 2017 and September 30, 2017, 19 were closed by September 30, 2017.
- Table note 3
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In addition, 13 complaints received prior to April 1, 2017 and carried over were also closed between April 1, 2017 and September 30, 2017.
- Table note 4
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In total, 32 files were closed between April 1, 2017 and September 30, 2017. There are 10 files received between April 1, 2017 and September 30, 2017 which remain open and will be carried forward to the next period.
Closed Complaint Files by Incoming Type | April – September 2017 Total |
---|---|
Service complaints | |
Delay | 4 |
Behaviour/attitude of staff | 5 |
Errors | 0 |
Lack of service orientation | 5 |
Total service complaints closed | 14 |
Regulatory decision complaints | |
Decision challenge | 16 |
Policy challenge | 2 |
Total regulatory decision complaints closed | 18 |
Total closed | 32Table Note 5 |
Table Note
- Table note 5
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In total, 32 files were closed between April 1, 2017 and September 30, 2017. There are 10 files received between April 1, 2017 and September 30, 2017 which remain open and will be carried forward to the next period.
Closed Complaint Files by Final Outcome | April – September 2017 Total |
---|---|
Files not reviewed or withdrawn | 1 |
Service complaints | |
Founded | 8 |
Unfounded | 4 |
Inconclusive | 2 |
Total service complaints closed | 14 |
Regulatory decision complaints | |
Upheld | 17 |
Reconsidered/amended | 0 |
Total regulatory decision complaints closed | 17 |
Total complaints closed | 32Table Note 6 |
Table Note
- Table note 6
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In total, 32 files were closed between April 1, 2017 and September 30, 2017. There are 10 files received between April 1, 2017 and September 30, 2017 which remain open and will be carried forward to the next period.
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