ARCHIVED - Complaints & Appeals Office (CAO) – Six Month Report (April – September 2015)

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Total Files ReceivedApril – September 2015
Total
Compliments 31
Comments 5
Complaints - new 36Footnote 1
Total Complaints ClosedApril – September 2015
Total
Carried over from previous period
Complaints closed - new 30Footnote 1
Complaints closed - carried over 12Footnote 2
Total complaints closed 30+ 12=42Footnote 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeApril – September 2015
Total
Service complaints
Delay 7
Behaviour/attitude of staff 9
Errors 1
Lack of service orientation 4
Total service complaints closed 21
Regulatory decision complaints
Decision challenge 15
Policy challenge 6
Total regulatory decision complaints closed 21
Total closed 42Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeApril – September 2015
Total
Files not reviewed or withdrawn 5
Service complaints
Founded 11
Unfounded 8
Inconclusive 0
Total service complaints closed 19
Regulatory decision complaints
Upheld 15
Reconsidered/amended 3
Total regulatory decision complaints closed 18
Total complaints closed 42Footnote 3
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