ARCHIVED - Complaints & Appeals Office (CAO) – Six Month Report (October 2015 – March 2016)

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Total Files ReceivedOctober 2015 – March 2016
Total
Compliments 17
Comments 2
Complaints - new 46Footnote 1
Total Complaints ClosedOctober 2015 – March 2016
Total
Carried over from previous period
Complaints closed - new 37Footnote 1
Complaints closed - carried over 6Footnote 2
Total complaints closed 37+ 6=43Footnote 3
Closed Complaint Files by Incoming Type
Closed Complaint Files by Incoming TypeOctober 2015 – March 2016
Total
Service complaints
Delay 3
Behaviour/attitude of staff 3
Errors 1
Lack of service orientation 2
Total service complaints closed 9
Regulatory decision complaints
Decision challenge 30
Policy challenge 4
Total regulatory decision complaints closed 34
Total closed 43Footnote 3
Closed Complaint Files by Final Outcome
Closed Complaint Files by Final OutcomeOctober 2015 – March 2016
Total
Files not reviewed or withdrawn 8
Service complaints
Founded 7
Unfounded 0
Inconclusive 0
Total service complaints closed 7
Regulatory decision complaints
Upheld 23
Reconsidered/amended 5
Total regulatory decision complaints closed 28
Total complaints closed 43Footnote 3
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