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Table 1

SUMMARY OF WORKLOAD

  April 1, 2005to Mar. 31, 2006 April 1, 2006to Mar. 31, 2007
Complaints from the Public    
Pending from previous year 1365 1427
Opened during the year 1381 1257
Completed during the year 1319 1267
Pending at year-end 1427 1417
Commissioner-Initiated Systemic Complaints    
Pending from previous year 0 423
Opened during the year 760 393
Completed during the year 337 579
Pending at year-end 423 237
Report Cards    
Full review 4 3
Follow-up review 12 14

Table 2 - Complaints Received by Type

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Table 3

COMPLAINT FINDINGS

April 1, 2006 to March 31, 2007

FINDING
Category Resolved NotResolved Not Substantiated Discon-tinued TOTAL %
Refusal to disclose 227 - 129 59 415 32.7%
S.69 exclusion 14 - 13 4 31 2.4%
Delay (deemed refusal) 277 - 10 13 300 23.7%
Time extension 65 - 20 352 437 34.5%
Fees 12 - 12 5 29 2.3%
Miscellaneous 30 1 8 16 55 4.3%
TOTAL 625 1 192 449 1267 100%
100% 49.3% 0.1% 15.2% 35.4%    

 

Table 4

 COMPLAINT FINDINGS

(by government institution)

April 1, 2006 to March 31, 2007

GOVERNMENT INSTITUTION Resolved Not Resolved Not Sub-stantiated Discon-tinued TOTAL
Agriculture and Agri-Food Canada 14 - 6 - 20
Atlantic Canada Opportunities Agency 2 - - - 2
Business Development Bank of Canada 1 - - 2 3
Canada Border Services Agency 50 - 1 1 52
Canada Council for the Arts 1 - - - 1
Canada Firearms Centre 8 - 2 1 11
Canada Mortgage and Housing Corporation 2 - - - 2
Canada Revenue Agency 28 - 8 353 389
Canadian Air Transport Security Authority 5 - - - 5
Canadian Food Inspection Agency 1 - 2 2 5
Canadian Forces Grievance Board - - 1 - 1
Canadian Heritage 8 - 6 3 17
Canadian Human Rights Commission 3 - 2 - 5
Canadian International Development Agency 3 - 1 - 4
Canadian Museum of Civilization - - 1 - 1
Canadian Radio-Television & Telecommunications Commission 2 - - 1 3
Canadian Security Intelligence Service 4 - 1 2 7
Canadian Space Agency - - 2 1 3
Canadian Tourism Commission - - 1 - 1
Cape Breton Development Corporation 1 - - - 1
Cape Breton Growth Fund Corporation 1 - - - 1
Citizenship and Immigration Canada 15 - 13 1 29
Communications Security Establishment 1 - - - 1
Correctional Service Canada 17 - 11 2 30
Department of Foreign Affairs and International Trade 31 - 4 3 38
Enterprise Cape Breton Corporation 1 - - - 1
Environment Canada 20 - 9 2 31
Finance Canada 8 - 2 1 11
Fisheries and Oceans Canada 19 - 4 1 24
Hamilton Port Authority 3 - - - 3
Health Canada 40 - 4 6 50
Human Resources and Social Development Canada 3 - 1 3 7
Immigration and Refugee Board 12 - - - 12
Indian and Northern Affairs Canada 6 - 6 6 18
Indian Residential Schools Resolution Canada 1 - 1 - 2
Industry Canada 5 - 4 1 10
International Centre for Human Rights and Democratic Development 1 - - - 1
Justice Canada 17 - 7 7 31
Library and Archives Canada 5 - 12 - 17
Military Police Complaints Commission 1 - - - 1
National Capital Commission 1 - - - 1
National Defence 42 - 20 12 74
National Gallery of Canada 2 - - 3 5
National Parole Board - - 2 - 2
National Research Council Canada 2 - 1 1 4
Natural Resources Canada 2 - 3 - 5
Office of the Correctional Investigator 1 - - - 1
Office of the Superintendent of Financial Institutions - - - 1 1
Old Port of Montreal Corporation Inc. - - - 1 1
Ombudsman National Defence and Canadian Forces 1 - - - 1
Parks Canada Agency - - 1 - 1
Privy Council Office 37 - 12 7 56
Public Safety Canada 17 - 3 1 21
Public Service Commission of Canada 1 - - - 1
Public Service Human Resources Management Agency 2 - 1 - 3
Public Works and Government Services Canada 32 - 10 15 57
Royal Canadian Mint - - 1 2 3
Royal Canadian Mounted Police 109 - 18 5 132
Service Canada 2 - - - 2
Social Development Canada 3 - - - 3
Statistics Canada - - 1 - 1
Transport Canada 21 - 5 1 27
Transportation Safety Board of Canada 1 - - - 1
Treasury Board Secretariat 2 1 2 - 5
Veterans Affairs Canada 1 - - 1 2
Western Economic Diversification Canada 6 - - - 6
TOTAL 625 1 192 449 1267

 

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) 7.99 6 10.39 5 3.95 9 5.85 3 4.83 15 8.48 8
Time extension 6.67 1 18.21 29 4.01 3 5.79 2 4.64 4 18.21 31
Fees 7.50 1 17.49 1 5.13 1 6.92 0 6.79 2 14.20 1
Miscellaneous 7.43 2 16.77 1 4.80 1 7.76 0 5.13 3 16.16 1
Subtotal - Admin Cases 7.89 10 18.21 36 4.11 14 5.82 5 4.90 24 18.21 41
Refusal to disclose 17.75 15 24.43 9 6.41 8 8.47 1 13.40 23 24.07 10
S. 69 exclusion 17.33 1 20.32 1 12.16 0 - - 15.91 1 20.32 1
Subtotal - Refusal Cases 17.75 16 24.26 10 6.44 8 8.47 1 13.51 24 23.59 11
Overall 13.55 26 18.21 46 4.67 22 5.82 6 7.89 48 18.21 52

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 administrative cases.

Table 6

GEOGRAPHIC DISTRIBUTION OF COMPLAINTS

(by location of complainant)

April 1, 2006 to March 31, 2007

   

Rec'd

Closed

 
 

Outside Canada

6

4

 
 

 

Newfoundland

Prince Edward Island

Nova Scotia

New Brunswick

Quebec

National Capital Region

Ontario

Manitoba

Saskatchewan

Alberta

British Columbia

Yukon

Northwest Territories

Nunavut

12

0

28

7

98

606

157

25

42

36

185

0

55

0

 

9

3

23

7

97

463

147

19

17

42

431

1

4

0

 
 

TOTAL

1257

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1267

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