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form, fax, referrals from the City's Public Service Officer, and submission of risk claim forms, have <br />remained consistently low over the years. <br />200 <br />180 <br />160 <br />140 <br />120 <br />100 <br />80 <br />60 <br />40 <br />20 <br />0 <br />All Complaint Sources, 2008 -2012 <br />L o <br />■ 2008 <br />■ 2009 <br />■ 2010 <br />2011 <br />2012 <br />Q , <br />�e��� <br />However, the number of internal complaints has increased greatly over the years; internally reported <br />complaints consisted of 2 -4% of the total complaints in 2008 -2010, but in the past few years, 9% (2013) <br />and 7% (2012) of our total complaints were received from within EPD. Auditor - initiated complaints have <br />remained steady at about 1% of total complaints. We have seen an increased percentage of complaints <br />from walk -ins, and an overall decrease in complaints received through the mail. <br />Selected Complaint Sources, 2008 -2012 <br />20% <br />18% <br />16% <br />14% <br />12% <br />10% <br />8% <br />6% <br />4% <br />2% <br />0% <br />tAuditor <br />— Complaint Form <br />—0--Email <br />--+— Internal <br />US Mail <br />Walk In <br />14 1 Office of the Police Auditor 2012 Annual Report <br />2008 2009 2010 2011 2012 <br />