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| Statistic | Count | Prior Year |
|---|
| Complaints managed |
7285 | 6167 |
| Received during the year |
6328 | 5367 |
| Carried in from a prior year |
957 | 800 |
| Withdrawn prior to screening |
113 | 103 |
| Not screened yet |
383 | 412 |
| Conduct complaints managed |
6262 | 6167 |
| Conduct complaints received in the year |
5772 | 4544 |
| Conduct complaints received in a prior year |
490 | 423 |
| Conduct complaints screened during the year |
5772 | 4544 |
| Conduct complaints screened IN during the year |
1733 | 1592 |
| Conduct complaints screened OUT during the year |
4039 | 2952 |
| Conduct complaints referred |
2211 | 1999 |
| Conduct complaints retained |
9 | 16 |
| Conduct complaints Unsubstantiated |
730 | 693 |
| Conduct complaints Substantiated |
75 | 75 |
| Conduct complaints withdrawn |
399 | 378 |
| Conduct complaints solved via Early Resolution |
450 | 349 |
| Conduct complaints carried over |
561 | 505 |
| Referred conduct complaints Unsubstantiated |
730 | 686 |
| Referred conduct complaints Substantiated |
75 | 64 |
| Referred conduct complaints closed under Section 72 |
106 | 71 |
| Referred conduct complaints withdrawn |
399 | 378 |
| Referred conduct complaints solved via Early Resolution |
348 | 348 |
| Referred conduct complaints carried over |
553 | 497 |
| Retained conduct complaints Unsubstantiated |
0 | 7 |
| Retained conduct complaints Substantiated |
0 | 3 |
| Retained conduct complaints withdrawn |
0 | 1 |
| Retained conduct complaints solved via Early Resolution |
1 | 1 |
| Retained conduct complaints carried over |
8 | 4 |
| Service complaints managed |
379 | 533 |
| Service complaints received in the year |
314 | 419 |
| Service complaints received in a prior year |
65 | 114 |
| Service complaints screened during the year |
314 | 419 |
| Service complaints screened in |
117 | 347 |
| Service complaints screened out |
197 | 72 |
| Service complaints with an outcome of 'Action taken' |
6 | 87 |
| Service complaints with an outcome of 'No action taken' |
96 | 156 |
| Service complaints resolved via Early Resolution |
7 | 22 |
| Service complaints withdrawn |
2 | 13 |
| Service complaints carried over |
3 | 6 |
| Policy complaints managed |
47 | 42 |
| Policy complaints received in the year |
42 | 38 |
| Policy complaints received in a prior year |
5 | 4 |
| Policy complaints screened during the year |
42 | 38 |
| Policy complaints screened in |
23 | 29 |
| Policy complaints screened out |
19 | 9 |
| Policy complaints with an outcome of 'Action taken' |
1 | 2 |
| Policy complaints with an outcome of 'No action taken' |
21 | 10 |
| Policy complaints resolved via Early Resolution |
1 | 2 |
| Policy complaints withdrawn |
2 | 13 |
| Policy complaints carried over |
3 | 6 |
| R4R Outcome - New investigation ordered |
27 | 33 |
| R4R Outcome - OIPRD takes over investigation |
3 | 0 |
| R4R Outcome - Chief's decision confirmed |
188 | 148 |
| R4R Outcome - Panel varied decision |
9 | 419 |
| R4Rs Carried over |
71 | 36 |
| R4Rs Unsubstantiated |
187 | 117 |
| R4Rs Substantiated |
35 | 32 |