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OCC presents 2012 annual report; commissioners question outreach and satisfaction metrics
Summary
The Office of Citizen Complaints reported 740 complaints filed and 799 closures in 2012, a low pending caseload and a sustained complaint rate near 6%. Commissioners praised staff improvements and requested broader dissemination of findings and customer‑satisfaction follow‑up.
Director Joyce Hicks presented the OCC’s 2012 annual statistical report to the commission on May 8, summarizing caseload, staffing, findings and outreach.
Hicks said the OCC received 740 complaints in 2012 and closed 799 cases, ending the year with 305 pending cases — the third‑lowest pending caseload in 20 years. The sustained‑finding rate for…
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