How Complaints Were Resolved BY THE NUMBERS/RECO 2017 ANNUAL REPORT /23 Trends RECO regularly assists with inquiries from consumers and registrants that are related to compliance. In 2017, CCD experienced a 9 per cent decrease in inquiries, which can largely be attributed to the creation of Client Services, launched in September. Flip to page 28 for more information. The percentage of complaints opened by consumers continues to grow year-over-year, while the percentage of complaints opened by registrants is decreasing. Number of Inquiries Received 2015 2016 2017 Phone 20,019 19,050 15,970 Email 6,327 6,447 7,350 Total 26,346 25,497 23,320 No action Administrative action Escalated action 2015 2016 2017 52% 40% 9% 63% 26% 11% 58% 33% 9% Origin of Complaints Opened 2015 2016 2017 35% 30% 28% 65% 70% 72% registrants registrants registrants consumers consumers consumers For more information on RECO’s discipline paths and outcomes, please flip to page 24.