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Tables

Table 1 SUMMARY OF WORKLOAD

  April 1, 2004 to Mar. 31, 2005 April 1, 2005 to Mar. 31, 2006
Complaints from the Public
Pending from previous year 1019 1365
Opened during the year 1486 1408
Completed during the year 1140 1319
Pending at year-end 1365 1454
Commissioner-Initiated
Systemic Complaints
Pending from previous year 0 0
Opened during the year 0 760
Completed during the year 0 329
Pending at year-end 0 431
Report Cards
Full Review 3 4
Follow-up Review 12 12

Table 2 COMPLAINTS RECEIVED BY TYPE

Category April 1, 2004 to Mar. 31, 2005 April 1, 2005 to Mar. 31, 2006
Refusal to disclose 492 33.1% 430 30.5%
S.69 Exclusion 59 4.0% 52 3.7%
Delay (deemed refusal) 308 20.7% 339 24.1%
Time extension 178 12.0% 438 31.1%
Fees 35 2.3% 43 3.1%
Miscellaneous 414 27.9% 106 7.5%
Total 1486 100% 1408 100%

Table 3 COMPLAINT FINDINGS
April 1, 2005 to March 31, 2006

Category Resolved Not Resolved Not Substantiated Discon-tinued TOTAL %
Refusal to disclose 171 14 116 43 344 26.1%
S.69 Exclusion 58 - 15 12 85 6.4%
Delay (deemed refusal) 276 - 8 26 310 23.5%
Time extension 447 - 32 2 481 36.5%
Fees 18 - 15 13 46 3.5%
Miscellaneous 19 - 8 26 53 4.0%
TOTAL 989 14 194 122 1319 100%
100% 75.0% 1.1% 14.7% 9.2%

Table 4 TURNAROUND TIME (MONTHS)

CATEGORY 2003.04.01 – 2004.03.31 2004.04.01 – 2005.03.31 2005.04.01 - 2006.03.31
Standard Difficult Standard Difficult Standard Difficult
Months % Months % Months % Months % Months % Months %
Delay (deemed refusal) 3.60 17 9.48 6 3.73 16 5.59 4 4.54 14 6.77 9
Time extension 2.47 10 6.18 6 4.37 9 5.85 4 4.42 5 15.02 32
Fees 4.64 3 6.67 2 4.96 2 5.72 1 5.46 3 11.51 1
Miscellaneous 3.55 4 12.67 2 5.10 3 5.36 2 9.67 3 18.81 1
Subtotal - Admin Cases 3.24 34 7.30 15 4.14 30 5.52 11 4.57 25 15.02 23
Refusal to disclose 5.59 34 16.96 13 12.21 44 17.62 9 9.30 19 19.82 7
S. 69 Exclusion 8.04 4 7.07 0 13.32 5 23.01 1 19.69 5 28.42 1
Subtotal – Refusal Cases 6.12 38 16.93 13 12.33 49 18.41 10 11.18 24 24.84 8
Overall 4.67 72 10.36 28 7.00 79 10.75 21 6.58 49 15.02 51

Notes:
1. Difficult Cases - Cases that take over two times the average amount of Investigator Time to resolve.
2. Refusal Cases take on average four times as much investigator time to resolve than admin. cases.

Table 5 EFFECT OF BACKLOG ON TURNAROUND TIME

CATEGORY Backlog Complaints Recent Complaints Overall
Standard Difficult Standard Difficult Standard Difficult
Months % Months % Months % Months % Months % Months %
Delay (deemed refusal) 6.16 4 7.76 6 4.27 10 4.18 3 4.54 14 6.77 9
Time extension 6.71 1 15.02 32 2.84 4 4.41 0 4.42 5 15.02 32
Fees 8.25 1 24.76 0 4.14 2 9.14 1 5.46 3 11.51 1
Miscellaneous 7.12 0 18.81 1 9.73 3 4.98 0 9.67 3 18.81 1
Subtotal - Admin Cases 6.53 6 15.02 39 4.27 19 4.18 3 4.57 25 15.02 43
Refusal to disclose 15.21 9 25.55 6 6.25 10 9.21 1 9.30 19 19.82 7
S. 69 Exclusion 21.07 4 28.42 1 6.21 1 - 0 19.69 5 28.42 1
Subtotal – Refusal Cases 18.18 13 26.73 7 6.23 11 9.21 1 11.18 24 24.84 8
Overall 13.41 19 15.02 46 4.54 30 4.83 5 6.58 49 15.02 51

Table 6 COMPLAINT FINDINGS (by government institution)
April 1, 2005 to March 31, 2006

GOVERNMENT INSTITUTION Resolved Not Resolved Not Sub-stantiated Discon-tinued TOTAL
Agriculture and Agri-Food Canada 7 - 2 1 10
Atlantic Canada Opportunities Agency 4 - - - 4
Business Development Bank of Canada - - 2 - 2
Canada Border Services Agency 21 - 2 1 24
Canada Firearms Centre 9 - 10 - 19
Canada Lands Company Limited - - - 1 1
Canada Mortgage and Housing Corporation 4 - 1 - 5
Canada Revenue Agency 368 1 7 3 379
Canadian Air Transport Security Authority 1 - - - 1
Canadian Commercial Corporation 2 - 2 5 9
Canadian Environmental Assessment Agency - - - 1 1
Canadian Food Inspection Agency 6 1 1 1 9
Canadian Heritage - - 8 - 8
Canadian Human CENTERs Commission 3 - - - 3
Canadian Institutes of Health Research - - 1 - 1
Canadian International Development Agency 1 - - - 1
Canadian Nuclear Safety Commission - - 1 - 1
Canadian Radio-Television & Telecommunications Commission 3 - 1 - 4
Canadian Space Agency 2 - 1 - 3
Citizenship and Immigration Canada 16 1 12 3 32
Correctional Service Canada 12 - 14 14 40
Department of Foreign Affairs and International Trade 43 - 3 2 48
Environment Canada 11 - 13 - 24
Finance Canada 8 - 3 - 11
Fisheries and Oceans Canada 30 - 14 2 46
Health Canada 30 - 3 12 45
Human Resources and Skills Development Canada 4 - 1 - 5
Immigration and Refugee Board 8 - 2 1 11
Indian and Northern Affairs Canada 17 - 3 19 39
Indian Residential Schools Resolution Canada 3 - - - 3

Table 6 COMPLAINT FINDINGS (by government institution)
April 1, 2005 to March 31, 2006
(continued)

GOVERNMENT INSTITUTION Resolved Not Resolved Not Sub-stantiated Discon-tinued TOTAL
Industry Canada 16 - 2 - 18
Infrastructure Canada - - 1 - 1
International Centre for Human rights and Democratic Development 1 - - - 1
Justice Canada 18 2 5 1 26
Library and Archives Canada 8 - 1 1 10
Mackenzie Valley Land and Water Board 1 - - - 1
Montreal Port Authority 8 - - - 8
Nanaimo Port Authority 1 - - - 1
National Capital Commission - - 2 - 2
National Defence 38 - 9 22 69
National Gallery of Canada 2 - - - 2
National Research Council Canada 2 - - - 2
Natural Resources Canada 1 - 1 - 2
Office of the Superintendent of Financial Institutions 1 - 2 4 7
Parks Canada Agency - - 2 - 2
Privy Council Office 62 6 17 13 98
Public Safety and Emergency Preparedness Canada 10 - 2 2 14
Public Service Commission of Canada 2 - 1 - 3
Public Works and Government Services Canada 57 - 10 9 76
Royal Canadian Mint - - 1 1 2
Royal Canadian Mounted Police 101 1 13 3 118
RCMP Public Complaints Commission 1 - - - 1
Security Intelligence Review Committee - - 2 - 2
Social Development Canada 13 - 1 - 14
St. John’s Port Authority 2 - - - 2
Statistics Canada 2 1 1 - 4
Status of Women Canada - - 1 - 1
Transport Canada 19 1 2 - 22
Transportation Safety Board of Canada 1 - - - 1
Treasury Board Secretariat 8 - 8 - 16
Veterans Affairs Canada 1 - 3 - 4
TOTAL 989 14 194 122 1319

Table 7 GEOGRAPHIC DISTRIBUTION OF COMPLAINTS
(by location of complainant) April 1, 2005 to March 31, 2006

Received

Closed

Outside Canada

9

7

Newfoundland

Prince Edward Island

Nova Scotia

New Brunswick

Quebec

National Capital Region

Ontario

Manitoba

Saskatchewan

Alberta

British Columbia

Yukon

Northwest Territories

Nunavut

4

0

21

12

81

572

137

17

51

35

464

2

3

0

6

2

26

26

67

513

144

27

40

22

435

1

3

0

TOTAL

1408

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1319

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