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| Statistic | Count |
|---|
| Complaints managed |
3243 |
| Received during the year |
1659 |
| Carried in from a prior year |
1584 |
| Withdrawn prior to screening |
29 |
| Not screened yet |
726 |
| Conduct complaints managed |
2361 |
| Conduct complaints received in the year |
1701 |
| Conduct complaints received in a prior year |
662 |
| Conduct complaints screened during the year |
1701 |
| Conduct complaints screened IN during the year |
492 |
| Conduct complaints screened OUT during the year |
1209 |
| Conduct complaints referred |
1145 |
| Conduct complaints retained |
9 |
| Conduct complaints Unsubstantiated |
242 |
| Conduct complaints Substantiated |
22 |
| Conduct complaints withdrawn |
118 |
| Conduct complaints solved via Early Resolution |
178 |
| Conduct complaints carried over |
603 |
| Referred conduct complaints Unsubstantiated |
242 |
| Referred conduct complaints Substantiated |
22 |
| Referred conduct complaints closed under Section 72 |
35 |
| Referred conduct complaints withdrawn |
118 |
| Referred conduct complaints solved via Early Resolution |
134 |
| Referred conduct complaints carried over |
594 |
| Retained conduct complaints Unsubstantiated |
0 |
| Retained conduct complaints Substantiated |
0 |
| Retained conduct complaints withdrawn |
0 |
| Retained conduct complaints solved via Early Resolution |
0 |
| Retained conduct complaints carried over |
9 |
| Service complaints managed |
64 |
| Service complaints received in the year |
61 |
| Service complaints received in a prior year |
3 |
| Service complaints screened during the year |
61 |
| Service complaints screened in |
2 |
| Service complaints screened out |
59 |
| Service complaints with an outcome of 'Action taken' |
1 |
| Service complaints with an outcome of 'No action taken' |
2 |
| Service complaints resolved via Early Resolution |
0 |
| Service complaints withdrawn |
1 |
| Service complaints carried over |
2 |
| Policy complaints managed |
19 |
| Policy complaints received in the year |
16 |
| Policy complaints received in a prior year |
3 |
| Policy complaints screened during the year |
16 |
| Policy complaints screened in |
1 |
| Policy complaints screened out |
15 |
| Policy complaints with an outcome of 'Action taken' |
0 |
| Policy complaints with an outcome of 'No action taken' |
1 |
| Policy complaints resolved via Early Resolution |
0 |
| Policy complaints withdrawn |
1 |
| Policy complaints carried over |
2 |
| R4R Outcome - New investigation ordered |
5 |
| R4R Outcome - OIPRD takes over investigation |
0 |
| R4R Outcome - Chief's decision confirmed |
55 |
| R4R Outcome - Panel varied decision |
1 |
| R4Rs Carried over |
51 |
| R4Rs Unsubstantiated |
32 |
| R4Rs Substantiated |
7 |