Tabled Paper - Parliament of Western Australia
Tabled Paper - Parliament of Western Australia
Tabled Paper - Parliament of Western Australia
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TABLE 5 COMPLAINTS OPENED BY AREAS OF COMPLAINT 2010 & 2011<br />
Cost/Payment Issues<br />
Total<br />
2009- 10<br />
Total<br />
2010 -11<br />
(%)<br />
(%)<br />
Failure to pay third party 4 (0.5) 4 (0.7)<br />
Overcharging 96 (10.9) 64 (11.0)<br />
No costs disclosure 27 (3.1) 6 (1.0)<br />
Transfer costs without authority 2 (0.2) 2 (0.3)<br />
Failure/delay to provide a detailed account 17 (1.9) 4 (0.7)<br />
Other cost complaint 41 (4.7) 26 (4.5)<br />
Sub-total 187 (21.3) 106 (18.2)<br />
Communication/Service<br />
Act without/contrary to instructions 33 (3.8) 19 (3.3)<br />
No communication 67 (7.6) 39 (6.7)<br />
Failure to carry out instructions 55 (6.3) 46 (7.9)<br />
Delay 61 (6.9) 38 (6.5)<br />
Lack <strong>of</strong> supervision 9 (1.0) 1 (0.2)<br />
No client advice 14 (1.6) 12 (2.1)<br />
No advice on progress 11 (1.3) 7 (1.2)<br />
Discourtesy 44 (5.0) 49 (8.4)<br />
Neglect 37 (4.2) 12 (2.1)<br />
Sub-total 331 (37.7) 228 (38.4)<br />
Personal Conduct<br />
Unethical conduct 113 (12.9) 86 (14.8)<br />
Negligence 28 (3.2) 27 (4.7)
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