Complaints & Appeals Office (CAO) – Six Month Report (October 2016 – March 2017)
Total Files Received | October 2016 – March 2017 Total |
---|---|
Compliments | 19 |
Comments | 4 |
Complaints – new | 38Table Note 1 |
Table Note
- Table note 1
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Of the 38 complaints received between October 1, 2016 and March 31, 2017, 25 were closed by March 31, 2017.
Total Complaints Closed | October 2016 – March 2017 Total |
Carried over from previous period |
---|---|---|
Complaints closed – new | 25Table Note 2 | |
Complaints closed – carried over | 9Table Note 3 | |
Total complaints closed | 25+9=34Table Note 4 |
Table Notes
- Table note 2
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Of the 38 complaints received between October 1, 2016 and March 31, 2017, 25 were closed by March 31, 2017.
- Table note 3
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In addition, nine complaints received prior to October 1, 2016 and carried over were also closed between October 1, 2016 and March 31, 2017.
- Table note 4
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In total, 34 files were closed between October 1, 2016 and March 31, 2017. There are four files received between October 1, 2016 and March 31, 2017 which remain open and will be carried forward to the next period.
Closed Complaint Files by Incoming Type | October 2016 – March 2017 Total |
---|---|
Service complaints | |
Delay | 2 |
Behaviour/attitude of staff | 5 |
Errors | 0 |
Lack of service orientation | 3 |
Total service complaints closed | 10 |
Regulatory decision complaints | |
Decision challenge | 21 |
Policy challenge | 3 |
Total regulatory decision complaints closed | 24 |
Total closed | 34Table Note 5 |
Table Note
- Table note 5
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In total, 34 files were closed between October 1, 2016 and March 31, 2017. There are four files received between October 1, 2016 and March 31, 2017 which remain open and will be carried forward to the next period.
Closed Complaint Files by Final Outcome | October 2016 – March 2017 Total |
---|---|
Files not reviewed or withdrawn | 4 |
Service complaints | |
Founded | 2 |
Unfounded | 4 |
Inconclusive | 2 |
Total service complaints closed | 8 |
Regulatory decision complaints | |
Upheld | 16 |
Reconsidered/amended | 6 |
Total regulatory decision complaints closed | 22 |
Total complaints closed | 34Table Note 6 |
Table Note
- Table note 6
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In total, 34 files were closed between October 1, 2016 and March 31, 2017. There are four files received between October 1, 2016 and March 31, 2017 which remain open and will be carried forward to the next period.
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