TIO Annual Report 2003/04

Summary of Complaint Handling Performance

The Year at a Glance

The TIO handled 75,904 contacts in 2003/04 – a 4.3% increase on last year’s total of 72,771. Total contacts included 16,054 out of jurisdiction enquiries and 59,850 complaints.

The 59,850 complaints investigated in 2003/04 were 7.8% more than the 55,515 complaints investigated last year.

A single complaint may contain more than one complaint issue. In 2003/04 the TIO recorded 68,020 complaint issues, up from 62,670 last year.

53.2% of complaint issues handled by the TIO were about landline services, 31.6% were about mobile services and 15.3% were about internet services.

89.7% of complaints were resolved at Level 1, compared with 88.6% last year.

Where did they come from
91.7% of complaints were made by residential consumers, 7.5% were made by small businesses and 0.9% were made by government bodies or charities. 56% of complainants were men.87.6% of complaints were lodged by telephone, 8.0% were lodged by email, 3.1% were submitted in writing and 1.1% were sent by fax.

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