TIO Annual Report 2002/03

Summary Of Complaint Handling Performance - Reviews

The TIO's procedures allow all complainants the right to a review of decisions made by investigative staff which they consider to be unfavourable. Complainants are entitled to a review of their complaint by a manager or senior officer regardless of the level of the complaint. The recent Complainant Satisfaction Survey found that a significant number of people were unaware of this important right despite it being constantly emphasised by investigative staff. We are taking steps to address this problem.

This year the investigations area received 422 review requests, an increase of 39% on the 257 received in 2001/02. (Please note that the figure of 163 reported in the last annual report was incorrect - the correct figure was 257).

The majority of review requests are responded to in writing, however a complainant or member may discuss the case review with a manager and a decision can be given over the telephone.

The investigations area commenced recording the outcome of review cases in March 2003. In future annual reports the TIO will provide analysis on review outcomes, for example whether the finding was upheld or if additional investigations work was required. This analysis should shed more light on whether increasing requests for reviews reflect a growth in consumer assertiveness or whether TIO staff could improve their work and/or the way in which they explain outcomes to complainants.

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