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<p /> <p /> <p>Until July 2012, when a new process for handling and recording customer
feedback was introduced, complaints were not formally categorised. It has therefore
not been possible to accurately identify the requested data prior to that date. In
addition, contested sanction decisions are subject to the appeals and reconsideration
process and are not categorised as complaints. The information we are able to provide
for Bolton Jobcentre is as follows:</p><p> </p><table><tbody><tr><td><p>Period</p></td><td><p>Staff
behaviour</p></td><td><p>Telephone line waiting times</p></td></tr><tr><td><p>01/07/2012
– 31/12/2012</p></td><td><p>5</p></td><td><p>0</p></td></tr><tr><td><p>01/01/2013
– 31/12/2013</p></td><td><p>20</p></td><td><p>0</p></td></tr><tr><td><p>01/01/14 –
31/03/14</p></td><td><p>12</p></td><td><p>0</p></td></tr></tbody></table>
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