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TIO annual report 2007/08

Issues analysis - complaint handling

Table 11 Complaint handling issues by category

	2006/07		2007/08
Failure to refer to TIO	17 724	70.1%	14 012	48.6%
Failure to action undertakings	3 839	15.2%	7 293	25.3%
Failure to escalate	1 315	5.2%	3 242	11.2%
Failure to acknowledge a written complaint	1 432	5.7%	1 983	6.9%
Failure to advise of outcomes	524	2.1%	1 705	5.9%
Failure to record a complaint	412	1.6%	543	1.9%
Charges for itemisation of disputed bill/complaint handling	28	0.1%	43	0.1%
Total	25 274		28 821

Complaint handling complaint issues are usually recorded as secondary issues to primary complaint issues. For example, a failure to send a refund cheque or not calling a customer back after promising to do so within a specified timeframe or at all.

The main drivers for this category were similar to those of 2006/07 and include claims by consumers that:

service providers failed to refer them to the TIO
service providers failed to action undertakings they had made
service providers failed to escalate their complaint internally
they did not receive any acknowledgement of their written complaint from the service provider
they did not receive any advice from the service provider about the outcome of their complaint.

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