TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Classifying Complaints

The TIO classifies complaints into four levels. Level 1 is for complaints that can be resolved at the time the consumer calls the TIO, or can be referred to the member company for resolution with the consumer directly within 14 days.

Level 2 and 3 complaints require the member company concerned to provide information requested by the TIO within set timeframes. The TIO may escalate a complaint to the next level if the member’s response is not provided within the set timeframe, or if the response is not satisfactory. Complexity and the amount of time spent by the TIO may also be reasons for escalating a complaint.

In 2001/02 the TIO created the position of Disputes Officer to assist in the handling of Level 4 complaints. These complaints are now dealt with by the Deputy Ombudsman, or by the Disputes Officer or Investigation Officer under the supervision of the Deputy Ombudsman.

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