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Complaints & Appeals Office (CAO) – Six Month Report (October 2017 – March 2018)

Total Files Received
Total Files Received October 2017 – March 2018
Total
Compliments 22
Comments 6
Complaints – new 27Table Note 1

Table Note

Table note 1

Of the 27 complaints received between October 1, 2017 and March 31, 2018, 16 were closed by March 31, 2018.

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Total Complaints Closed
Total Complaints Closed October 2017 – March 2018
Total
Carried over from previous period
Complaints closed – new 16Table Note 2
Complaints closed – carried over 10Table Note 3
Total complaints closed 16+10=26Table Note 4

Table Notes

Table note 2

Of the 27 complaints received between October 1, 2017 and March 31, 2018, 16 were closed by March 31, 2018.

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Table note 3

In addition, 10 complaints received prior to October 1, 2017 and carried over were also closed between October 1, 2017 and March 31, 2018.

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Table note 4

In total, 26 files were closed between October 1, 2017 and March 31, 2018. There are 11 files received between October 1, 2017 and March 31, 2018 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 2017 – March 2018
Total
Service complaints
Delay 2
Behaviour/attitude of staff 1
Errors 0
Lack of service orientation 7
Total service complaints closed 10
Regulatory decision complaints
Decision challenge 15
Policy challenge 1
Total regulatory decision complaints closed 16
Total closed 26Table Note 5

Table Note

Table note 5

In total, 26 files were closed between October 1, 2017 and March 31, 2018. There are 11 files received between October 1, 2017 and March 31, 2018 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 2017 – March 2018
Total
Files not reviewed or withdrawn 1
Service complaints
Founded 5
Unfounded 5
Inconclusive 0
Total service complaints closed 10
Regulatory decision complaints
Upheld 9
Reconsidered/amended 6
Total regulatory decision complaints closed 15
Total complaints closed 26Table Note 6

Table Note

Table note 6

In total, 26 files were closed between October 1, 2017 and March 31, 2018. There are 11 files received between October 1, 2017 and March 31, 2018 which remain open and will be carried forward to the next period.

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