The TIO received 34,996 complaints in the September 2006 quarter, an 8.7% increase on the June 2006 quarter when 32,198 complaints had been logged.

Of these, 13,082 (37 per cent) related to mobile services, 12,139 (35 per cent) related to landline services with the remaining 9,775 complaints (28 per cent) pertaining to internet services.

The September 2006 quarter is notable for the significant increase in internet complaints. Overall, internet complaints increased by 3,660 complaints or nearly 60 per cent. If the September increase is repeated in the December quarter, internet complaints will easily overtake landline complaints for the first time.

Keywords
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. Previously TIO staff would firstly categorise a complaint as landline and then have their keyword choices restricted to landline specific keywords. The new system allows TIO staff to categorise the complaint first by keyword, then assign a service type.

Complaint Handling
A new keyword category for the September 2006 quarter, Complaint Handling complaints accounted for a total of 5,128 complaints or 14.6 per cent of all complaints received.

Complaints related to the alleged failure of suppliers to advise dissatisfied customers of the existence of the TIO accounted for 70.6 per cent of all Complaint Handling complaints. Mobile providers particularly were prevalent in this area, recording 41 per cent of all Failure to refer to TIO complaints.

The second worst performed Complaint Handling category was Failure To Action Undertakings accounting for 15 per cent of complaints. Internet providers recorded the greatest number of these complaints with 38.9 per cent.

Billing and Payments
The pre-existing category Billing has been expanded to Billing & Payments. Billing & Payments complaints were responsible for 27.6 per cent of all complaints to the TIO. Internet billing complaints recorded a significant 46 per cent increase along with mobile (2.8 per cent). Landline complaints recorded a modest 6 per cent decrease during the quarter.

Mobile billing complaints were the single largest source of complaint to the TIO during the September 2006 quarter and were responsible for 11.6 per cent of all complaints to the TIO during this quarter.

SMS/MMS Premium complaints accounted for 40.9 per cent of all mobile complaints and continue to be a source of concern to the TIO.

Complaints related to the Total of Bill accounted for 18.4 per cent of all landline billing complaints. The second largest category of complaints was the Internet Diallers: IDD category, which was responsible for 13.5 per cent of all landline Billing and Payment complaints.

Internet users’ primary source of complaint was Internet Usage Charges, which accounted for 18.5 per cent of all internet Billing and Payments complaints. General complaints related to Service Charges accounted for 17.2 per cent, the second highest area of complaint.

Faults
Landline and mobile faults decreased by 9 per cent and 7 per cent respectively during the September 2006 quarter. Internet faults recorded a substantial 58 per cent increase. Overall fault complaints were responsible for 11.1 per cent of all complaints to the TIO.

The largest source of internet fault complaint was contained in the Fully Unworkable category with 580 complaints, or 41.2 per cent of all internet faults.

Drop-outs recorded the second largest number of complaints accounting for 22.8 per cent.

The largest source of landline fault was recorded in the CSG: Fully Unworkable category, which accounted for 42.8 per cent of all landline faults.

Equipment Fault complaints were the leading source of mobile complaints with 66 per cent of complaints related to equipment. Service Coverage, the next worst performed category, was only responsible for 11.3 per cent of complaints.

Communications Alliance Codes
The TIO recorded 12,955 code breaches, including 153 Confirmed breaches. The September 2006 quarter saw an overall increase of 81 per cent from the number of breaches recorded in the June 2006 quarter.

Billing Code breaches have recorded an overall increase of 142 per cent and account for 44 per cent of all ACIF Code breaches recorded. Billing Code breaches have overtaken Complaint Handling Code breaches to be the largest recorded source of code breaches. There are several reasons for this increase including greater numbers of TIO members recording breaches, a more targeted approach to code breaches due to the new keyword classifications and the continuing growth in premium rate complaints.

Complaint Handling Code breaches remain in second place and are responsible for over 28 per cent of all breaches recorded and 33 per cent of all Confirmed breaches. The prime cause of complaint with this code remains the alleged failure of suppliers to advise dissatisfied customers of their external avenues of recourse. The TIO is also concerned over the rise in complainants alleging they were not permitted to speak with a higher level of complaint within the company.

Breaches of the Prices, Terms and Conditions Code took out third place with 12.4 per cent of all breaches recorded.