TIO Annual Report 2003/04

Summary of Complaint Handling Performance

Definitions

The TIO uses four terms to describe how it defines the calls, TTY messages, emails, faxes, and letters it receives.

Contact
Any contact made by a member of the public with the TIO regarding telecommunications services.

Enquiry
A contact regarding a matter that is not an expression of dissatisfaction or grievance, or which is outside the TIO’s jurisdiction, or which is a first attempt to resolve a dispute or which is anonymous, frivolous or vexatious. The costs of enquiries are distributed amongst invoiced members according to their respective share of complaints.

Complaint
A complaint is an expression of grievance or dissatisfaction about a matter within the TIO's jurisdiction that the company concerned has had an opportunity to consider. The cost of a complaint is billed directly to the member concerned.

Issue
The matter or matters about which a member of the public has complained to the TIO. A complaint may involve more than one issue. The TIO bills members according to the number of complaints logged against them; members are not billed according to the number of issues.

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