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Complaints & Appeals Office (CAO) – Six Month Report (April – September 2018)

Total Files Received
Total Files Received April – September 2018
Total
Compliments 6
Comments 8
Complaints – new 28Table Note 1

Table Note

Table note 1

Of the 28 complaints received between April 1 and September 30, 2018, 23 were closed by September 30, 2018.

Return to table note 1  referrer

Total Complaints Closed
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

Of the 28 complaints received between April 1 and September 30, 2018, 23 were closed by September 30, 2018.

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Table note 3

In addition, 11 complaints received prior to April 1 and carried over were also closed between April 1 and September 30, 2018.

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Table note 4

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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Closed Complaint Files by Incoming Type
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

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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Closed Complaint Files by Final Outcome
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Files not reviewed or withdrawn 4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

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.

Return to table note 6  referrer

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