Complaints & Appeals Office (CAO) – Six Month Report (April – September 2018)
Total Files Received | April – September 2018 Total |
---|---|
Compliments | 6 |
Comments | 8 |
Complaints – new | 28Table Note 1 |
Table Note
- Table note 1
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Of the 28 complaints received between April 1 and September 30, 2018, 23 were closed by September 30, 2018.
Total Complaints Closed | April – September 2018 Total |
Carried over from previous period |
---|---|---|
Complaints closed – new | 23Table Note 2 | |
Complaints closed – carried over | 11Table Note 3 | |
Total complaints closed | 23+11=34Table Note 4 |
Table Notes
- Table note 2
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Of the 28 complaints received between April 1 and September 30, 2018, 23 were closed by September 30, 2018.
- Table note 3
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In addition, 11 complaints received prior to April 1 and carried over were also closed between April 1 and September 30, 2018.
- Table note 4
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In total, 34 files were closed between April 1 and September 30, 2018. There are five files received between April 1 and September 30, 2018 which remain open and will be carried forward to the next period.
Closed Complaint Files by Incoming Type | April – September 2018 Total |
---|---|
Service complaints | |
Delay | 1 |
Behaviour/attitude of staff | 5 |
Errors | 1 |
Lack of service orientation | 8 |
Total service complaints closed | 15 |
Regulatory decision complaints | |
Decision challenge | 15 |
Policy challenge | 4 |
Total regulatory decision complaints closed | 19 |
Total closed | 34Table Note 5 |
Table Note
- Table note 5
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In total, 34 files were closed between April 1 and September 30, 2018. There are five files received between April 1 and September 30, 2018 which remain open and will be carried forward to the next period.
Closed Complaint Files by Final Outcome | April – September 2018 Total |
---|---|
Files not reviewed or withdrawn | 4 |
Service complaints | |
Founded | 5 |
Unfounded | 6 |
Inconclusive | 1 |
Total service complaints closed | 12 |
Regulatory decision complaints | |
Upheld | 14 |
Reconsidered/amended | 4 |
Total regulatory decision complaints closed | 18 |
Total complaints closed | 34Table Note 6 |
Table Note
- Table note 6
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In total, 34 files were closed between April 1 and September 30, 2018. There are five files received between April 1 and September 30, 2018 which remain open and will be carried forward to the next period.
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