ARCHIVED - Complaints & Appeals Office (CAO) - Six Month Report - April - September 2014

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Total Files ReceivedApril - September 2014
Total
Compliments 19
Comments 1
Complaints - new 48Table Note 1
Total Complaints ClosedApril - September 2014
Total
Carried over from previous period
Complaints closed - new 42Table Note 1
Complaints closed - carried over 4Table Note 2
Total complaints closed 42+4=46Table Note 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeApril - September 2014
Total
Service complaints
Delay 20
Behaviour/attitude of staff 2
Errors 2
Lack of service orientation 6
Total service complaints closed 30
Regulatory decision complaints
Decision challenge 13
Policy challenge 3
Total regulatory decision complaints closed 16
Total closed 46Table Note 4
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeApril - September 2014
Total
Files not reviewed or withdrawn 3
Service complaints
Founded 16
Unfounded 13
Inconclusive 0
Total service complaints closed 29
Regulatory decision complaints
Upheld 12
Reconsidered/amended 2
Total regulatory decision complaints closed 14
Total complaints closed 46Table Note 4

Table Notes

Footnote 1

Of the 48 complaints received between April and September 2014, 42 were closed by September 30, 2014.

Return to table note 1 referrer

Footnote 2

In addition, four complaints received prior to April 1, 2014 and carried over were also closed between April and September 2014

Return to table note 2 referrer

Footnote 3

In total, 46 files were closed between April and September 2014. Six files received between April and September 2014 remain open and will be carried forward to the next period.

Return to table note 3 referrer

Footnote 4

In total, 46 files were closed between April and September 2014. Six files received between April and September 2014 remain open and will be carried forward to the next period.

Return to table note 4 referrer

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