TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Call Handling Performance

The impact of the collapse of OneTel washed out of the system by early 2002. Since then the TIO’s call volumes have been remarkably consistent. Weekly incoming calls have averaged around 2000 per week. Call volumes as low as 1600 or 1700 calls per week usually only occur around public holidays. Busier weeks with over 2100 calls can usually be attributed to an increase in media activity about an industry issue, or the launch of TIO Talks or the Annual Report.

The TIO’s ability to manage incoming calls has continued to improve with abandoned call numbers falling and service levels rising throughout the year. This has been achieved through a combination of improved rostering, a better understanding of call patterns and continued funding to achieve a stable and productive workforce.

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