TIO annual report 2007/08

Member complaint statistics

Member specific complaints statistics are published by the TIO for all members of the Telecommunications Industry Ombudsman scheme and the Mobile Premium Services Industry scheme who have received 25 complaints or more in the course of the financial year.

It is important that readers bear in mind the varying sizes of the TIO’s member organisations in order to avoid making inaccurate comparisons. The TIO does not standardise its member-specific complaint statistics and is unlikely to do so in the future.

Complaints and complaint issues

Four tables are presented here – two for the TIO scheme and two for the Mobile Premium Services Industry scheme.

The tables headed Complaints By Issue detail the issues raised in a complaint. As one complaint may raise more than one issue there are usually more issues than complaints raised against a member. Members are charged according to complaint numbers, not according to the number of issues raised.

The tables headed Complaints by Level detail the levels at which the complaints were resolved. This provides an indication of how quickly the company was able to resolve complaints raised by the TIO.

It is important to note that not all complaints are raised at Level 1. Land access objections, for example, are raised at Level 4 from the outset, due to the complexity and time-consuming nature of these complaints.

Complaints by issue (Excel format)

Complaints against TIO members by issue - landline, mobile and internet (non-standardised)

Complaints against TIO members by issue - MPSI scheme (non-standardised)

Complaints by level (Excel format)

Complaints against TIO members by level (non-standardised)

Complaints against TIO members by level - MPSI scheme (non-standardised)

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