TIO annual report 2007/08
Issues analysis - Provisioning
Table 13 Provisioning issues by category
|
2006/07 |
2007/08 |
New service - delay (CSG) |
1 380 |
17.5% |
2 978 |
23.0% |
New service - delay (non-CSG service) |
2 743 |
34.7% |
2 738 |
21.2% |
Delay - in-place service (CSG service) |
1 022 |
12.9% |
2 256 |
17.4% |
Advice - coverage/availability |
1 211 |
15.3% |
1 821 |
14.1% |
Delay - in-place service (non-CSG service) |
660 |
8.3% |
905 |
7.0% |
Number allocation |
285 |
3.6% |
642 |
5.0% |
Missed appointment (CSG service) |
116 |
1.5% |
621 |
4.8% |
Delay - in-place service (Connect Outstanding) |
135 |
1.7% |
225 |
1.7% |
New service - pre-provisioning delay |
107 |
1.4% |
184 |
1.4% |
New service delay - compensation |
81 |
1.0% |
134 |
1.0% |
Others include complaint issues relating to missed appointments for the connection of a non-CSG service, problems relating to an interim or alternate service or compensation for the delay in connecting an in-place service |
165 |
2.1% |
433 |
3.3% |
Total |
7 905 |
|
12 937 |
|
Provisioning complaint issues are generally about delays in connecting internet, landline or mobile services. This category also incorporates complaints about missed appointments, issues around the allocation of service numbers and the accuracy of advice about coverage or availability of a service.
The main drivers included claims by consumers that:
- they experienced delays in connecting an entirely new service (CSG or non-CSG service) (44.2 per cent in 2007/08 compared to 52.2 per cent in 2006/07) and re-connecting a previously connected or in-place service (CSG or non-CSG service) (24.4 per cent compared to 21.2 per cent)
- they were given incorrect information as to the availability or coverage of a service (14.1 per cent compared to 15.3 per cent). For example, complaints like this occur where a consumer is given a connection date for a new service and the service is either not connected due to it not being available in the consumer’s area or is connected but with insufficient coverage and/or line speed
- they requested the connection of a specific service number or were offered a specific number, but the service provider either refused or was unable to connect the agreed number (5.0 per cent compared to 3.6 per cent)
- the service provider failed to keep an agreed appointment for the connection of a CSG service and failed to notify the customer in advance (4.8 per cent compared to 1.5 per cent).
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