ࡱ> { ybjbjHH b*f*f@f6..<<>>>$>>>P.?|@>A8E(`E`E`E-Jw{=??????$Xc> "c<<`E`Ex|<p`E>`E==j *>`E:& &{$2)0d>Hcc.X L;: Complaints, Feedback and Compliments Protocol Approved by MHAS ExecutiveContact Chief, Manager, Senior AdvocateRelated documentation Mental Health Act 2014 MHAS Interpreters and Translation policyDate effective30 June 2020Date of next review30 June 2023CONTENTS  TOC \o "1-2" \h \z \u  HYPERLINK \l "_Toc44937863" 1. PURPOSE  PAGEREF _Toc44937863 \h 2  HYPERLINK \l "_Toc44937864" 2. RELATED LEGISLATION, POLICIES OR POSITION STATEMENTS  PAGEREF _Toc44937864 \h 2  HYPERLINK \l "_Toc44937865" 3. BACKGROUND  PAGEREF _Toc44937865 \h 3  HYPERLINK \l "_Toc44937866" 3.1 Definitions  PAGEREF _Toc44937866 \h 3  HYPERLINK \l "_Toc44937867" 4. MENTAL HEALTH ACT 2014 AND OTHER LEGISLATION  PAGEREF _Toc44937867 \h 3  HYPERLINK \l "_Toc44937868" 5. POLICY  PAGEREF _Toc44937868 \h 4  HYPERLINK \l "_Toc44937869" 6. PROTOCOL  PAGEREF _Toc44937869 \h 5  HYPERLINK \l "_Toc44937870" 6.1 Access to complaints process  PAGEREF _Toc44937870 \h 5  HYPERLINK \l "_Toc44937871" 6.2 Receipt of complaints  PAGEREF _Toc44937871 \h 5  HYPERLINK \l "_Toc44937872" 6.3 Resolving complaints the informal approach  PAGEREF _Toc44937872 \h 7  HYPERLINK \l "_Toc44937873" 6.4 Formal complaint investigation initiation  PAGEREF _Toc44937873 \h 8  HYPERLINK \l "_Toc44937874" 6.5 Handling a formal complaint investigation  PAGEREF _Toc44937874 \h 8  HYPERLINK \l "_Toc44937875" 6.6 Complaint resolution  PAGEREF _Toc44937875 \h 10  HYPERLINK \l "_Toc44937876" 6.7 MHAS personnel handling complaints  PAGEREF _Toc44937876 \h 10  HYPERLINK \l "_Toc44937877" 6.8 Compliments  PAGEREF _Toc44937877 \h 11  HYPERLINK \l "_Toc44937878" 6.9 Further Avenues of Complaint  PAGEREF _Toc44937878 \h 11  HYPERLINK \l "_Toc44937879" 7. POLICY REVIEW AND EVALUATION  PAGEREF _Toc44937879 \h 12  HYPERLINK \l "_Toc44937880" 8. VERSION CONTROL AND CHANGE HISTORY  PAGEREF _Toc44937880 \h 13  HYPERLINK \l "_Toc44937881" Annexure 1 Complaint Form  PAGEREF _Toc44937881 \h 14  HYPERLINK \l "_Toc44937882" Annexure 2 - MHAS Complaints Process Flowchart  PAGEREF _Toc44937882 \h 15  PURPOSE The purpose of this policy is to: Provide a mechanism for anyone external to MHAS to provide feedback, make a complaint or compliment about MHAS, including about any specific MHAS personnel providing a service (eg: Chief Advocate, Senior Advocates, Advocates and Advocacy Service Officers). Complainants may include health service providers, other agencies, hostel staff, consumers and consumers families and friends. Create an organisational culture that values feedback and complaints as a means of strengthening and improving relationships with consumers, carers and other stakeholders Enhance processes for accountability and transparency and identify areas where improvement is required within MHAS. Highlight that MHAS is committed to ensuring all parties are free to lodge complaints in a manner consistent with the principles of respect, the right to privacy, transparency, fairness, accountability and responsiveness in an environment of continuous service improvement. Ensure the complaint handling system is accessible which rests on two featurespublic awareness of the system and effective access options by providing mechanisms to reduce access and equity barriers for consumers wanting to provide feedback or make a complaint. Ensure a child and youth friendly complaint process is in place. RELATED LEGISLATION, POLICIES OR POSITION STATEMENTS Mental Health Act 2014 (the Act) Parliamentary Commissioner Act 1971 National Standards for Mental Health Services 2010 MHAS Code of Conduct MHAS Conflict of Interest Protocol Public Sector Commissioners Circular 2009-27  HYPERLINK "https://publicsector.wa.gov.au/document/public-sector-commissioners-circular-2009-27-complaints-management" https://publicsector.wa.gov.au/document/public-sector-commissioners-circular-2009-27-complaints-management Standards Australia - Guidelines for complaints management in organizations (AS NZS 10002-2014) HYPERLINK "https://www.standards.org.au/standards-catalogue/sa-snz/publicsafety/qr-015/as-slash-nzs--10002-colon-2014" https://www.standards.org.au/standards-catalogue/sa-snz/publicsafety/qr-015/as-slash-nzs--10002-colon-2014 HADSCO Guidelines for Handling Complaints about Mental Health Services:  HYPERLINK "http://www.HADSCO.wa.gov.au/providers/mental_health_complaints_guidelines.cfm" www.HADSCO.wa.gov.au/providers/mental_health_complaints_guidelines.cfm National Principles for Child Safe Organisations WA: Guidelines November 2019  HYPERLINK "https://www.ccyp.wa.gov.au/our-work/child-safe-organisations-wa/child-friendly-complaint-processes-and-reporting/" https://www.ccyp.wa.gov.au/our-work/child-safe-organisations-wa/child-friendly-complaint-processes-and-reporting/ Ombudsman 91Ƶn, Guidelines on Complaint Handling, January 2017  HYPERLINK "http://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Binder-Complaint-Handling.pdf" http://www.ombudsman.wa.gov.au/Publications/Documents/guidelines/Binder-Complaint-Handling.pdf Commonwealth Ombudsman, Better Practice Guide To Complaint Handling  HYPERLINK "https://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf" https://www.ombudsman.gov.au/__data/assets/pdf_file/0020/35615/Better-practice-guide-to-complaint-handling.pdf BACKGROUND 3.1 Definitions A complaint is defined as an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required (AS NZS 10002-2014). This Protocol provides procedures to respond to complaints made to MHAS about the Chief Advocate, Advocates (including Senior Advocates), Advocacy Service Officers, and/or the Advocacy Service itself. Customer feedback is information provided by anyone, to an organisation, either solicited or unsolicited, about their experience with the services and staff. Feedback is helpful information that can be used to adjust services and is a valuable resource for improving consumer experiences. A compliment is an action or remark that expresses approval, admiration or respect about MHAS personnel or the service. MENTAL HEALTH ACT 2014 AND OTHER LEGISLATION Advocates (including Senior Advocates) may be removed from office by the Chief Mental Health Advocate (the Chief) pursuant to s372 of the Act on the grounds of: mental or physical incapacity incompetence neglect of duty misconduct. The Chief Mental Health Advocate may be removed from office by the Minister pursuant to s367 of the Act on the grounds of: mental or physical incapacity incompetence neglect of duty misconduct. Advocacy Service Officers appointed or made available to assist the Chief Advocate under the Act (ss374-376) are also subject to policies of the Mental Health Commission (MHC) and the Public Sector Management Act 1994. Matters that may be public interest disclosures will be referred to the appropriate process, and any identified misconduct and corrupt behaviour will be referred to the Corruption and Crime Commission (www.ccc.wa.gov.au) for serious misconduct as required. POLICY MHAS will ensure that its complaints process is as accessible and equitable as possible taking into account that access and equity barriers to making complaints for consumers and carers can include homelessness, disability, cognitive impairment, culturally and linguistically diverse people (CALD), Aboriginal and Torres Strait Islander people (ATSI), challenging behaviour, age (including children, youth and older adults), technology access and computer literacy skills. All MHAS personnel will be familiar with MHASs complaint process so as to be able to inform any other party about the complaints process and support options. All parties will be treated with respect and dignity at all times throughout the process. All complaints received by MHAS will be treated in an equitable, transparent, objective and unbiased manner to ensure procedural fairness and natural justice to all parties. Consideration will be given to individual needs and circumstances, including but not limited to age, ethnicity (including Aboriginal and Torres Strait Islander peoples needs), faith, language, ancestry, gender and disability. All complaints will be dealt with in a confidential manner and in a way that ensures there is no prejudice to them in making the complaint. Fairness and impartiality prevail throughout the process - until a complaint is investigated and a decision is made, a complaint is an allegation, not a fact. Although some complaints cannot be fully investigated without being put into writing or supported by other documents, it is important that this not a barrier to complaining. Wherever appropriate, all parties should endeavour to resolve a complaint in an informal manner between the complainant and the respondent. It is in all stakeholders best interests for complaints to be resolved in a timely manner and respectfully. In the event that a complaint cannot be resolved in an informal way, an investigation may occur and independent investigator or mediator may be engaged. All parties are entitled to support during any stage of the complaint process. Complainants and respondents will be regularly informed of the progress of the matter, including the consequences of any finding that the complaint is substantiated or not substantiated. PROTOCOL Procedures set down in this document are a guide to complaint resolution, but may be varied by the Chief Advocate where they deem alternative measures are more appropriate following consultation with the parties involved. 6.1 Access to complaints process MHAS will provide consumers with appropriately targeted tips on making complaints, brochures advising of MHAS services, contact details and webpage information that outline the complaint process including their right to provide feedback or complain. The webpage provides resources to support people to make a complaint. The MHAS webpage is regularly reviewed to ensure it delivers best practice approaches to complaints handling for all consumers and other groups including but not limited to youth and children, older adults, culturally and linguistically diverse (CALD) and Aboriginal and Torres Strait Islander people, carers and people with a disability. 6.2 Receipt of complaints Complaints can be accepted in person, over the phone or in writing via email, fax or letter, and, where appropriate, access to translating and interpreting services will be provided. A written complaint can be hand delivered, posted, emailed, texted or faxed to MHAS offices: Mental Health Advocacy Service Unit 6/18 Harvest Terrace West Perth WA 6005 Mental Health Advocacy Service Reply Paid 84455 West Perth WA 6005 Email:  HYPERLINK "mailto:contactus@mhas.wa.gov.au" contactus@mhas.wa.gov.au Fax: (08) 9226 3977 Phone: (08) 6234 6300 Mobile: 0419 900 660 A complainant may also speak to an MHAS Advocacy Services Officer, an Advocate, Senior Advocate or the Chief Advocate face to face or by phone to lodge their complaint. The MHAS personnel member will take notes of what was said which will be kept as a record of evidence that is provided verbally and ideally it should be confirmed with the complainant as a true and accurate record of the conversation. All complaints whether verbal or in writing, will be recorded in the Complaints/Compliments Register. The process of recording information and confidentially storing it will be reviewed as required. Oversight will be the responsibility of the MHAS Manager. The person receiving the complaint will ask the complainant the outcome they are seeking if this is not clear and whether they have a preference to have it handled informally or by a formal investigation. The difference between having the complaint dealt with informally or by a formal investigation needs to be explained to the complainant and that MHAS may also decide to formalise the process by conducting an investigation at any stage. Complaints will initially be referred as follows: If the complaint is about MHAS generally or an Advocacy Services Officer, it will be referred to the MHAS Manager; If the complaint is about an Advocate, it will be referred to the Senior Advocate responsible for the Advocate; If the complaint is about a Senior Advocate, it will be referred to the Chief Advocate; If it is about the Chief Advocate, it will be referred to the MHAS Manager. 6.2.6 The MHAS personnel member to whom the complaint has been referred will draft a short action plan (Action Plan) for the handling of the complaint which will include: consideration of the seriousness of the complaint and whether an investigation is required taking into account risk to the health and well-being of the complainant, the person against whom the complaint is made and any others urgency of any action needed and what will happen if resolution is delayed; whether interim action needs to be taken which might include a change of allocation of the Advocate; factors that might delay or compromise the complaint handling process; conflicts of interest; the preferred process and requested outcomes by the complainant. The Action Plan can be reviewed throughout the process. All complaints, whether made verbally or in writing to the Chief Advocate, MHAS Manager, a Senior Advocate or other MHAS personnel will be acknowledged in writing within five working days of the complaint being received noting who at MHAS is handling the complaint. MHAS will use it best endeavours to complete the complaint process and respond to the complainant within 30 days of the complaint being received. Where circumstances dictate this cannot be achieved, the complainant and the respondent will be kept informed of progress and the reasons for the delay. 6.3 Resolving complaints the informal approach An informal complaints process emphasises resolution rather than proof or substantiation of a complaint and provides for quick problem solving or clarification rather than investigation. Outcomes may include a shared understanding of how to avoid the problem in the future. Informal complaints are generally less serious matters that can be handled through discussion (verbal or written). Allegations of a serious nature can be made verbally but should then follow the process for a formal complaint (see below). The person against whom the complaint is made will be given the opportunity to provide a response (verbal or written) to the complainant and the complainant will be given the opportunity to clarify or provide further facts as part of the resolution process. Parties are not required to exhaust informal attempts and can formalise the complaint at any point in the process. Informal complaints do not have to be recorded as a complaint where the parties agree not to document the matter and it is resolved informally. For example, a complainant may contact the person about whom they are complaining directly or they might raise the complaint with MHAS personnel and agree to try to resolve the complaint by talking directly to the person about whom they are complaining. In all cases however the party who is the subject of the complaint must be informed of the complaint and given a full opportunity to take part in the resolution process. Where an informal complaint resolution process impedes a respondents right to natural justice and procedural fairness the matter may be escalated as a formal complaint investigation at any time. 6.4 Formal complaint investigation initiation If the complainant or the person who is the subject of the complaint require a formal resolution or the complaint is considered to be so serious that it requires and investigation and/or could invoke and Advocates removal from office, or at the discretion of the Chief Advocate, the complaint will be treated as a formal complaint investigation. A complaint being handled as a formal investigation must be stated in writing. The complainant can write the complaint themselves, seek assistance from anyone they choose or have MHAS personnel document their concerns (where possible confirming this with the complainant). If a complainant needs assistance in writing the complaint, MHAS personnel may assist if appropriate or they may refer the person to an independent body such as another advocacy service that can assist. Additionally a relative, friend or other person can assist the complainant to document the complaint. The complaint form available on the MHAS internet page may be used to submit the complaint or used as a guide to prepare the written complaint however it is not compulsory and any form of documentation is acceptable. (See annexure 1) 6.5 Handling a formal complaint investigation The Action Plan should be drafted or reviewed in terms of validity, seriousness, risk and safety implications, complexity and the need for immediate action and an assessment made to determine whether an independent or other external agent should be appointed to manage and/or investigate the complaint. Investigation of complaints determine the facts and should conclude whether matters are substantiated or not by: gathering all relevant information and documentation interviewing the complainant which may include giving them an opportunity to respond (verbally or in writing) to any reply by the person against whom the complaint has been made in order to clarify or provide further facts interviewing the person against whom the complaint has been made which may include seeking their written responses to the complaint interviewing witnesses or significant others, particularly where there is a dispute over the facts conducting further research as required, such as examining supporting documentation/information, ICMS records The three principles of fair investigation are: Impartiality. Each complaint should be approached with an open mind, and the facts and contentions in support of a complaint should be weighed objectively. Confidentiality. A complaint should be investigated in private and care should be taken when disclosing to others any identifying details of a complaint. Transparency. A complainant should be told about the steps in the complaint process and be given an opportunity to comment on adverse information or before a complaint is dismissed. If the complaint is about MHAS personnel, they will be advised of all details of the complaint (in full) and be given an opportunity to respond. Both complainants and the person against whom the complaint is made are entitled to have a support person in any meetings to discuss or resolve the complaint. A complainant should not be obliged to prove they are right or MHAS or the MHAS personnel is wrong. A complaint should be treated on its merits, with an open mind and without prejudice arising from any previous contact between the complainant and MHAS or the MHAS personnel. There may be disagreement or varying accounts of the facts and the complaint will not be dismissed solely as a result of this. The conflict and the outcome must be documented. The rules of evidence that apply in court proceedings do not apply to complaint handling and reliable information obtained from any source can be considered. Where a complaint is considered so serious that it might lead to a recommendation an Advocate (including a Senior Advocate or the Chief Advocate) be removed from office pursuant to s372 of the Act an independent agent will be engaged to conduct or review the investigation before a final decision is made. If the investigation supports a substantiated serious complaint, the matter may also be referred by the Chief Advocate to a sub-committee of the MHAS Executive Group to advise the Chief on the removal of the Advocate (including Senior Advocate) from office. The MHAS Executive Group may seek independent external guidance to support their advice to the Chief Advocate including from the State Solicitors Office. Serious misconduct must be reported to Crime and Corruption Commission. If the complaint is about an Advocacy Services Officer, Mental Health Commission policies and procedures may apply. MHAS personnel subject to complaints will be advised about support services provided through the Employee Assistance Program. If the complaint is about the Chief Advocate, it will be referred to the Minister for Mental Health and/or the Ombudsman of 91Ƶ. If a person involved in trying to resolve the complaint has a potential conflict of interest, they must disclose this to the Chief Advocate or their delegate and may be instructed to have no further involvement in the process. 6.6 Complaint resolution Mediation may be an option to try to resolve the complaint whether it is being treated formally or informally. To accord natural justice, a complainant should be given an opportunity to comment on conflicting information or claims from another source before a decision is made to dismiss a complaint. Upon resolution, the complainant and respondent will be informed of the outcome, including any changes that have or will be made as a result of the complaint being made. The response to the complainant must be made in a style and in language that the complainant can understand. Interpreters or translators should be engaged as required. See MHAS Use of Interpreters and Translator Protocol. The complainant can be advised of the outcome face to face or by phone and followed up with a response in writing and will depend on the nature of the complaint and the preference of the complainant. The response to the complainant should be clear and informative. If the complainant is not satisfied with the response, review of the decision is available. The complainant will be offered information about external review options. (See section 6.) Any system related issues that are identified as a result of the complaint investigation should be reported and acted on. As a consequence of the complaint investigation other issues may arise and should be dealt with through a separate process. 6.7 MHAS personnel handling complaints 6.7.1 MHAS personnel who are handling a complaint : Will take a trauma-informed approach and be flexible and alert to the needs of vulnerable consumers and others when dealing with complaints. Will work with a guardian, friend or any other person who acts on behalf of a complainant provided that the persons authority to act on the complainants behalf is verified to ensure that the complainant has agreed. Personal information can only be shared with the person acting on behalf of the complainant in compliance with the Act and MHAs protocols. MHAS recognises that sometimes complainants present with behaviours that are difficult to deal with. Issues may include angry, inappropriate or aggressive conduct, stubbornness, exaggeration or dishonesty in explaining a complaint, unreasonable tenacity with a complaint that has been closed, or demands that are unrealistic or disproportionate. Such behaviour does not mean that the complaint is not a legitimate grievance. MHAS personnel will act professionally when dealing with all complainants and such behaviours will not mean that a complaint is dismissed, ignored or that this Protocol is not otherwise followed. MHAS personnel dealing with the complaint will be given additional support and guidance if required. Various resources are available to guide the handling of complaints in such cases which may be utilised.  Compliments 6.8.1 Any MHAS personnel can receive a compliment including about themselves. When a compliment is received about MHAS personnel whether verbally or in writing, the MHAS Manager, Senior Advocate or Chief Advocate should be informed. If the person is unaware of the compliment they will be advised. This can also be acknowledged in the Chattering Chief newsletter if deemed appropriate. Further Avenues of Complaint 6.9.1 If the complainant or their representative is dissatisfied with the outcome of the complaint or the process they can contact either the Ombudsmans Office or the Minister for Mental Health. Ombudsman 91Ƶ Telephone: (08) 9220 7555 Country callers: 1800 117 000 (from outside the metropolitan area) Fax: (08) 9325 1107 Email:  HYPERLINK "mailto:mail@ombudsman.wa.gov.au" mail@ombudsman.wa.gov.au Post: PO Box Z5386, St Georges Tce, Perth WA 6831 In person: Level 12, 44 St Georges Tce, Perth Further information:  HYPERLINK "http://www.ombudsman.wa.gov.au" www.ombudsman.wa.gov.au Minister for Mental Health Telephone: (08) 6552 6500 Fax: (08) 6552 6501 Email:  HYPERLINK "mailto:Minister.Morton@dpc.wa.gov.au" Minister.Cook@dpc.wa.gov.au Post: 13th Floor, Dumas House, 2 Havelock St, West Perth WA 6005 POLICY REVIEW AND EVALUATION The Complaints, Feedback and Compliments Policy will be reviewed at least every three years by the Executive Group, or as required. In addition, the number of complaints will be documented in MHAS annual report and the complaints will be reviewed by the Executive Group at the completion of the annual report to support continuous improvement in complaint handling processes. VERSION CONTROL AND CHANGE HISTORY Version numberApproval DateApproved byAmendment and Trim No.1.020 November 2015ChiefOriginal1.15 September 2016ChiefReference to COV changed to MHAS and other changes to be endorsed by Executive. 1.27 September 2016ExecutiveAmendments to 3.3, 5.2.1, 5.2.2, 5.3.5 & 5.3.71.38 May 2019Executive Reviewed against HaDSCOs draft Guidelines for Handling Complaints about Mental Health Services (TRIM Ref: Policy 119913[v2]; complaints register 126021)2.030 June 2020ChiefReviewed in consultation with Advocates. 119913[v4] Annexure 1 Complaint Form  Annexure 2 - MHAS Complaints Process Flowchart     Based on Better Practice Guide to Complaint Handling p. 2  Better Practice Guide to Complaint Handling p.11  Better Practice Guide to Complaint Handling p. 24  Managing unreasonable complainant conduct 2nd Edition, A manual for frontline staff, supervisors and senior managers, NSW Ombudsman, May 2012     Mental Health Advocacy Service: Complaints, Feedback and Compliments Protocol PAGE \* MERGEFORMAT 15  Mental Health Advocacy Service: Complaints, Feedback and Compliments Protocol PAGE \* MERGEFORMAT 1 MHAS receives a written or verbal complaint. The Executive Assistant (EA) registers the complaint in the register and files it in TRIM. The complainant is acknowledged in writing within 5 days. Complaints about MHAS or Advocacy Services officer are referred to the MHAS Manager. Complaints about Advocates are referred to the Senior Advocate. Complaints about Senior Advocates are referred to the Chief Advocate. Complaints about the Chief Advocate are referred to the MHAS Manager. If the investigation supports a substantiated serious complaint the matter may be referred to a subcommittee of the MHAS executive group for a recommendation which may include removal from office by the Chief Advocate. Formal complaint investigation (External) Complaints of a serious nature leading to possible removal from office pursuant to s372 of the Act will be referred for external investigation. Complaints about the Chief Advocate are referred to the Minister for Mental Health for review and delegation for investigation. The complaint is assessed for validity, severity, safety implications, complexity and need for immediate action. The complainant is contacted and a decision made whether it is a formal or informal process and their preference for resolving it. A short action plan is documented and the complaint is delegated to a person to manage the complaint. Formal complaint Investigation (Internal) Delegated officer undertakes the investigation with all appropriate parties. If the complainant is not satisfied with the outcome they can request an external review or refer the matter to the WA Ombudsman. Delegated officer completes the investigation and responds to the complainant within 30 days. If complaint cannot be finalised within 30 days, a letter is sent to the complainant advising of anticipated time frame. Any informal complaint can for formalised at any time by either party. Informal complaints - the complaint is addressed immediately by MHAS personnel if necessary. 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h$Nh$Nh2hC9hC9%jh5hp0JCJOJQJUh5hC90JCJOJQJhpjhpU h2hC9 h2hn= h2hz!Jcde{|&'+н붲㣽yrnjcr[rWrPPr h2h@h"h|Dhz5 h2h %Ah?6hN h2hz(h5h 0J>*B*CJOJQJph(hIhI#0J>*B*CJOJQJphh5hI#0JCJOJQJhC} h2hI#%jh5hp0JCJOJQJUh5hJ10JCJOJQJhpjhpU(h5hC}0J>*B*CJOJQJphJe +!,!{l$7x^7a$gdIm$$ & F 33;x^3`;a$gd5$ & F 33;x^3`;a$gd5m$$ 7nx^n`a$gdN$ & F7^7`a$gd5 $x^a$gdI$ & F nnx^n`a$gd5 +;BP +34@Qklmnry򿸿ÿ|tlh?Ljh|D5h?Ljh+5 h?Ljh+ h?LjhP h?Ljhz h?LjhWt h?Ljh94 hjC h|D hjC h-e hjC hWthWt h2h|Dh|D h2h94h" h2h" h2hYh2hz6 h2hC9 h2h  h2hz h2h@) $ % 0 < x { +!,!Y!Z!d!v!!!!!""&"'"6"7"A"B"C"d"""""""""""""###P#Y#w#ÿDZDZDZDZ h2hqu h2hhh %AhS h2hS h2h:h:h|D h2h %A h2h= h?Ljh*hkh|D5 h?Ljhly h?Ljh h?Ljh+ h?Ljh|D9,!Z!!"'"7"C"""""##$ & F nnx^n`a$gd5m$$ & F 3nx^n`a$gd5m$$ & F 3nx^n`a$gd5$ & Fnx^n`a$gd5 & F 7n7^7`gd5 w#|########$$$$$$$$$$$+%9%Y%_%%&&&c'e'q'v'''''l(m(((())zummuh2h:\ h:\h2h,\ h,\h2h\h2h[\h2ht`\ hp\h?+hp\hphp\ hjC \hjC hjC \ hIh, h2hzhh %AhhJ1h@hzThqu h2hS h2hqu h2h-^*#$$$&e''m(P)){**++%,,---- $x^a$gdI$ & F nnx^n`a$gd5$ & 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