ARCHIVED - Complaints & Appeals Office (CAO) – Six Month Report (April - September 2016)

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Total Files Received
Total Files ReceivedApril - September 2016
Total
Compliments 17
Comments 4
Complaints - new 26Footnote 1
Total Complaints Closed
Total Complaints ClosedApril - September 2016
Total
Carried over from previous period
Complaints closed - new 17Footnote 1
Complaints closed - carried over 9Footnote 2
Total complaints closed 17+9=26Footnote 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeApril – September 2016
Total
Service complaints
Delay 2
Behaviour/attitude of staff 1
Errors 1
Lack of service orientation 1
Total service complaints closed 5
Regulatory decision complaints
Decision challenge 19
Policy challenge 2
Total regulatory decision complaints closed 21
Total closed 26Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeApril – September 2016
Total
Files not reviewed or withdrawn 4
Service complaints
Founded 3
Unfounded 1
Inconclusive 0
Total service complaints closed 4
Regulatory decision complaints
Upheld 16
Reconsidered/amended 2
Total regulatory decision complaints closed 18
Total complaints closed 26Footnote 3
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