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| News | Complaint Statistics | Quarterly Complaint Statistics | September 2006 |
| Issue summary by complaint type for all members (1 July 2006 to
30 September 2006) |
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| Internet |
Number |
Percentage |
| Billing And Payments |
2,188 |
22.4% |
| Complaint Handling |
1,374 |
14.1% |
| Contracts |
1,234 |
12.6% |
| Credit Management |
227 |
2.3% |
| Customer Service |
2,373 |
24.3% |
| Faults |
1407 |
14.4% |
| Provisioning |
734 |
7.5% |
| Other* |
238 |
2.4% |
| Total |
9,775 |
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| Other includes Customer
Transfer, Land Access and Privacy |
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| Land Line |
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| Billing And Payments |
3,415 |
28.1% |
| Transfer |
1,194 |
9.8% |
| Complaint Handling |
1,786 |
14.7% |
| Credit Management |
1,141 |
9.4% |
| Customer Service |
1,484 |
12.2% |
| Faults |
853 |
7.0% |
| Payphones |
10 |
0.1% |
| Phone card |
123 |
1.0% |
| Privacy |
360 |
3.0% |
| Provisioning |
573 |
4.7% |
| Other* |
1,200 |
9.9% |
| Total |
12,139 |
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| *Other includes Contracts, Directories, Disability Services,
Land Access and Porting |
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| Mobile |
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| Billing And Payments |
4,044 |
30.9% |
| Complaint Handling |
1,968 |
15.0% |
| Contracts |
1,907 |
14.6% |
| Credit Management |
1,363 |
10.4% |
| Customer Service |
1,725 |
13.2% |
| Disability |
2 |
0.0% |
| Faults |
1,642 |
12.6% |
| Transfer |
141 |
1.1% |
| Other* |
290 |
2.2% |
| Total |
13,082 |
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| Other includes Directories, Land Access, Privacy and Provision |
| Total Issue Count |
34,996 |
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| The September 2006 quarter saw the introduction of the TIO's new keyword classification system. As a result of the TIO implementing this change a direct comparison with previous quarter's complaint numbers may not be possible. Some of the more significant changes include the introduction of a Complaint Handling category, more in-depth analysis of phone card complaints and the fact that keyword choices are not technology specific. |
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