Appendix 18 - Appreciation and Review Findings on Complaints

(as at 31 December 2024)

Review findings by the Complaints Review Working Party on complaints received from 2022 to 2024

Note(s):

• In 2022, there were 8,854 letters of appreciation and note of thanks, 2 justified complaints, 0 undetermined complaint, and 2 unjustified complaints.
• In 2023, there were 6,111 letters of appreciation and note of thanks, 0 justified complaints, 0 undetermined complaint, and 2 unjustified complaints.
• In 2024, there were 6,538 letters of appreciation and note of thanks, 1 justified complaints, 0 undetermined complaint, and 0 unjustified complaints.

Remark(s):
Including 'Justified' and 'Partially Justified'.