ARCHIVED - Complaints & Appeals Office (CAO) - Six Month Report - October 2014 - March 2015

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Total Files ReceivedOctober 2014 - March 2015
Total
Compliments 38
Comments 5
Complaints - new 42Footnote 1
Total Complaints ClosedOctober 2014 - March 2015
Total
Carried over from previous period
Complaints closed - new 30Footnote 1
Complaints closed - carried over 7Footnote 2
Total complaints closed 30+7=37Footnote 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeOctober 2014 - March 2015
Total
Service complaints
Delay 9
Behaviour/attitude of staff 4
Errors 3
Lack of service orientation 2
Total service complaints closed 18
Regulatory decision complaints
Decision challenge 13
Policy challenge 6
Total regulatory decision complaints closed 19
Total closed 37Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeOctober 2014 - March 2015
Total
Files not reviewed or withdrawn 6
Service complaints
Founded 12
Unfounded 2
Inconclusive 1
Total service complaints closed 15
Regulatory decision complaints
Upheld 14
Reconsidered/amended 2
Total regulatory decision complaints closed 16
Total complaints closed 37Footnote 3
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