TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Complaint Mix

• Complaint Mix (in percentages)

The TIO continues to utilise a four-tier complaint classification system, from Level 1 to Level 4 in order of complexity, seriousness and time invested to resolve an issue. Generally speaking, most complaints are initially classified as Level 1 and referred (often orally) back to the member to provide a last opportunity for the matter to be resolved without formal TIO intervention. However, the TIO can automatically classify a complaint at Level 2 or 3 if a matter is deemed serious and/or a consumer has already made numerous attempts to resolve the complaint with the member directly.

The TIO’s complaint level data generally serves as a good indication of how well the industry is working to resolve complaints before they come to the TIO’s attention. It also demonstrates how well the industry responds to complaints once the TIO becomes involved.

The complaint mix data for this year shows a continuing trend of decreasing percentages of Level 1 complaints and corresponding increases of Level 2s. While this trend in part reflects the increasing complexity of telecommunications services and the types of cases coming to the TIO, it is also indicative of a decrease in members being able to resolve complaints directly with customers either prior to, or with only minimal, TIO involvement. Most of these Level 2 escalations represent complainants coming back to the TIO after an unsuccessful referral to their provider at Level 1. This trend is worrying and runs counter to the work the TIO has invested in a more pro-active approach to complaint resolution. Some of this data also reflects customer service issues, including companies not responding to customer complaints. As discussed elsewhere in this report, this is becoming a major area of complaint to the TIO.

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