TIO Annual Report 2004/05

Small Business Complaints

The characteristics of the 5,857 small business complaints were similar to last year’s complaints. Again, fewer small business complaints were resolved at level 1 (86.5%) than the overall complaints total of 90.2%. This reflects the multiplicity of the telecommunications and internet services used by small businesses and the resulting complexity of the problems they face. Small business complaints are also more likely to involve claims for compensation.

In line with the general complaint total, mobile services complaints increased at the expense of landline services complaints. The trend was nowhere near so pronounced among small business complaints. Among residential complaints, mobile service complaints were slightly behind those of landline service complaints (landline 44.2%; mobile 39.9%). Among small businesses, landline service complaints, at 53.4% of the total, were still well ahead of mobile service complaints, at 32.5%.

Small business complaints mix

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