ARCHIVED - Complaints & Appeals Office (CAO) - Six Month Report - April - September 2013

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Total Files Received April - September 2013
Total
Compliments 5
Comments 3
Complaints - new 35Footnote 1
Total Complaints Closed April - September 2013
Total
Carried over from previous period
Complaints closed - new 29Footnote 1  
Complaints closed - carried over   17Footnote 2
Total complaints closed 29+17=46Footnote 3  
Closed Complaint Files by Incoming Theme
Closed Complaint Files by Incoming Theme April - September 2013
Total
Service complaints
Delay 6
Behaviour/attitude of staff 3
Errors 1
Lack of service orientation 7
Total service complaints closed 17
Regulatory decision complaints
Decision Challenge 20
Policy Challenge 9
Total regulatory decision complaints closed 29
Total Complaints Closed 46Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final Outcome April - September 2013
Total
Files not reviewed or withdrawn 5
Service complaints
Founded 4
Unfounded 8
Inconclusive 2
Total service complaints closed 14
Regulatory decision complaints
Upheld 19
Reconsidered/amended 8
Total regulatory decision complaints closed 27
Total Closed 46Footnote 3
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