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| Statistic | Count | Prior Year |
|---|
| Complaints managed |
1912 | 1276 |
| Received during the year |
1686 | 1148 |
| Carried in from a prior year |
226 | 128 |
| Withdrawn prior to screening |
24 | 15 |
| Not screened yet |
86 | 108 |
| Conduct complaints managed |
1673 | 1276 |
| Conduct complaints received in the year |
1578 | 950 |
| Conduct complaints received in a prior year |
95 | 72 |
| Conduct complaints screened during the year |
1578 | 950 |
| Conduct complaints screened IN during the year |
356 | 300 |
| Conduct complaints screened OUT during the year |
1222 | 650 |
| Conduct complaints referred |
447 | 366 |
| Conduct complaints retained |
3 | 6 |
| Conduct complaints Unsubstantiated |
170 | 146 |
| Conduct complaints Substantiated |
22 | 25 |
| Conduct complaints withdrawn |
73 | 36 |
| Conduct complaints solved via Early Resolution |
59 | 50 |
| Conduct complaints carried over |
114 | 102 |
| Referred conduct complaints Unsubstantiated |
170 | 143 |
| Referred conduct complaints Substantiated |
22 | 11 |
| Referred conduct complaints closed under Section 72 |
21 | 19 |
| Referred conduct complaints withdrawn |
73 | 36 |
| Referred conduct complaints solved via Early Resolution |
50 | 50 |
| Referred conduct complaints carried over |
111 | 99 |
| Retained conduct complaints Unsubstantiated |
0 | 3 |
| Retained conduct complaints Substantiated |
0 | 1 |
| Retained conduct complaints withdrawn |
0 | 0 |
| Retained conduct complaints solved via Early Resolution |
0 | 0 |
| Retained conduct complaints carried over |
3 | 1 |
| Service complaints managed |
112 | 106 |
| Service complaints received in the year |
90 | 86 |
| Service complaints received in a prior year |
22 | 20 |
| Service complaints screened during the year |
90 | 86 |
| Service complaints screened in |
35 | 67 |
| Service complaints screened out |
55 | 19 |
| Service complaints with an outcome of 'Action taken' |
2 | 3 |
| Service complaints with an outcome of 'No action taken' |
25 | 30 |
| Service complaints resolved via Early Resolution |
0 | 0 |
| Service complaints withdrawn |
1 | 1 |
| Service complaints carried over |
1 | 3 |
| Policy complaints managed |
8 | 12 |
| Policy complaints received in the year |
5 | 11 |
| Policy complaints received in a prior year |
3 | 1 |
| Policy complaints screened during the year |
5 | 11 |
| Policy complaints screened in |
0 | 4 |
| Policy complaints screened out |
5 | 7 |
| Policy complaints with an outcome of 'Action taken' |
0 | 0 |
| Policy complaints with an outcome of 'No action taken' |
1 | 1 |
| Policy complaints resolved via Early Resolution |
0 | 0 |
| Policy complaints withdrawn |
1 | 1 |
| Policy complaints carried over |
1 | 3 |
| R4R Outcome - New investigation ordered |
6 | 8 |
| R4R Outcome - OIPRD takes over investigation |
1 | 0 |
| R4R Outcome - Chief's decision confirmed |
36 | 34 |
| R4R Outcome - Panel varied decision |
1 | 86 |
| R4Rs Carried over |
13 | 8 |
| R4Rs Unsubstantiated |
35 | 0 |
| R4Rs Substantiated |
8 | 6 |