ARCHIVED - Complaints & Appeals Office (CAO) - Six Month Report - October 2013 – March 2014

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Total Files ReceivedOctober 2013 – March 2014
Total
Compliments 10
Comments 3
Complaints - new 26Footnote 1
Total Complaints ClosedOctober 2013 – March 2014
Total
Carried over from previous period
Complaints closed - new 22Footnote 1
Complaints closed - carried over 6Footnote 2
Total complaints closed 22+6=28Footnote 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeOctober 2013 – March 2014
Total
Service complaints
Delay 4
Behaviour/attitude of staff 5
Errors 2
Lack of service orientation 3
Total service complaints closed 14
Regulatory decision complaints
Decision challenge 13
Policy challenge 1
Total regulatory decision complaints closed 14
Total closed 28Footnote 4
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeOctober 2013 – March 2014
Total
Files not reviewed or withdrawn 5
Service complaints
Founded 4
Unfounded 7
Inconclusive 0
Total service complaints closed 11
Regulatory decision complaints
Upheld 10
Reconsidered/amended 2
Total regulatory decision complaints closed 12
Total regulatory decision complaints closed 28Footnote 4
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