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Complaints & Appeals Office (CAO) – Six Month Report (October 2016 – March 2017)

Total Files Received
Total Files Received October 2016 – March 2017
Total
Compliments 19
Comments 4
Complaints – new 38Table Note 1

Table Note

Table note 1

Of the 38 complaints received between October 1, 2016 and March 31, 2017, 25 were closed by March 31, 2017.

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Total Complaints Closed
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

Of the 38 complaints received between October 1, 2016 and March 31, 2017, 25 were closed by March 31, 2017.

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Table note 3

In addition, nine complaints received prior to October 1, 2016 and carried over were also closed between October 1, 2016 and March 31, 2017.

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Table note 4

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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Closed Complaint Files by Incoming Type
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

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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Closed Complaint Files by Final Outcome
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Files not reviewed or withdrawn 4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

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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