TIO Annual Report 2003/04

Profile Of Complainant - Small Business Complaints

In 2003/04 the TIO received complaints from 4,634 small businesses.

57.2% of small business complaints related to landlines, compared with 69.5% last year, 23.6% related to mobile services, compared 2,500 to 17.9% last year, and 19.2% related to internet services, up from 12.7% last year. These changes tend to support the growing reliance of small business on more complex technologies.

Small business complaints were more likely to be escalated to Level 2-4 complaints in order to be resolved. Only 85.8% of small business complaints were being resolved at Level 1, as opposed to the general Level 1 resolution figure of 89.7%. Again, this figure tends to reflect the complexity of technology, and therefore potential problems, used by small businesses, as well as the likelihood of compensation claims being involved.

> NEXT Case Studies