Staff - Complaints backlog

Question

Ms Sham: We only have the breakdown of allocation for the divisions. Within our complaints and engagement division, there are 265 staff. Not all of them, though, would be working on the backlog matters, as Mr Carracher mentioned. There are some dedicated staff related to that, which we can take on notice. We can give you a bit of a breakdown of what staff are working on the tiers, which we described around the first line of assessment, and then escalation through to the regulatory process where required.

Answer

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