Total number of complaints closed within 30 calendar days   
and   
Total number of complaints closed within 31 - 60 calendar days  

Note: Closed or resolved complaints are those for which no further action is required or it has been deemed there is no further action that can be taken by the hospital, long-term care home, or Community Care Access Centre

All complaints received by the facility via phone or written on and between the first and last calendar day including non-business days and complaints received after hours (i.e. number of complaints received within time period) 

Inclusions: 

• Complaints received within a fiscal year, but acknowledged and closed in the first 60 calendar days of the following fiscal year should be included
• Complaints received on and between the first and last day of the fiscal year including non-business days and after hours
• Repeated complaints on the same issue from the same person are counted as a single complaint. This includes complaints made on the same issue by a different individual on behalf of the same patient/resident
• A single complaint may include numerous issues. The  complaint will be considered closed only when all issues of the complaint have been resolved
• Complaints opened after the patient/resident has left the institution should be counted in the period when the complaint was closed
• Complaints included must be documented through the established complaints process, including:
• Verbal complaints made in person or by phone call
• Written complaints made by letter, email, fax, text, etc. 

For CCACs:

• Complaints that come to or are recorded by service providers or their staff should be included if the complaint is not immediately resolvable
• Include complaints that have been submitted to the action-line within their data for this indicator  

Exclusions:

• The complaint is not documented through the established complaints process.

For example:

• Complaints that were acknowledged and resolved immediately after the complaint was received (e.g. changing the temperature in a patient or resident's room)