Appendix 19 - Appreciation and Review Findings on Complaints

(as at December 31,2012)
The bar charts indicate the figures as follows: In 2010, there were 2 855 letters of appreciation and thank you notes, 14 justified complaints, 11 undetermined complaints, and 32 unjustified complaints. In 2011, there were 2 605 letters of appreciation and thank you notes, 15 justified complaints, 3 undetermined complaints, and 41 unjustified complaints. In 2012, there were 2 697 letters of appreciation and thank you notes, 8 justified complaints, 2 undetermined complaints, and 26 unjustified complaints.

Review findings by the Complaints Review Working Party on complaints received from 2010 to 2012

Review Findings
Year Justified Undetermined Unjustified Total No. of
Complaints
2010 14 11 32 57
2011 15 3 41 59
2012 8 2 26 38*

*2 cases pending for review.