ARCHIVED - Complaints & Appeals Office (CAO) - Six Month Report - October 2012 - March 2013

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Total Files Received October 2012 - March 2013
Total
Compliments 25
Comments 4
Complaints - new 32Footnote 1
Total Complaints Closed October 2012 - March 2013
Total
Carried over from previous period
Complaints closed - new 17Footnote 1  
Complaints closed - carried over   14Footnote 2
Total complaints closed 17+14=31Footnote 3  
Closed Complaint Files by Incoming Theme
Closed Complaint Files by Incoming Theme October 2012 - March 2013
Total
Service complaints
Delay 6
Behaviour/attitude of staff 3
Errors 4
Lack of service orientation 8
Total service complaints closed 21
Regulatory decision complaints
Decision Challenge 4
Policy Challenge 6
Total regulatory decision complaints closed 10
Total Complaints Closed 31Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final Outcome October 2012 - March 2013
Total
Files not reviewed or withdrawn 5
Service complaints
Founded 10
Unfounded 4
Inconclusive 4
Total service complaints closed 18
Regulatory decision complaints
Upheld 7
Reconsidered/amended 1
Total regulatory decision complaints closed 8
Total Closed 31Footnote 3
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