TIO Annual Report 2004/05

Member Complaint Statistics

TIO Member Numbers

The TIO welcomed 152 new members during 2004/05. In the same period, 60 members left the Scheme, resulting in a net increase of 92 members.

67.2% of TIO members are categorised as internet service providers, 15.3% as telephone service providers and 14.2% as telephone and internet service providers. The remaining 3.3% are predominantly carriers that do not offer any eligible carriage services to end-user customers.

TIO member numbers

TIO membership composition at 30 June 2005

Member Complaint Statistics Overview

Member specific complaint statistics are published by the TIO for all members who have received 25 complaints or more during the course of the financial year. In 2004/05, 86 TIO members received 25 or more complaints.

It is important that readers bear in mind the varying size of the TIO’s member organisations in order to avoid making inaccurate comparisons. The TIO does not standardise its member-specific complaint statistics and is unlikely to do so in
the future.

Complaints and complaint issues

Two tables are presented here. The first table details the issues raised in complaints (Complaints against TIO Member by Issue (PDF 30KB/1pg)). As one complaint may raise more than one issue there are usually more issues than complaints raised against a member. Members are charged according to complaint numbers, not according to the number of issues raised.

The second table reports (Complaints against TIO Member by Complaint Level (PDF 17KB/1pg)) on the number of complaints against a member company and the levels at which these complaints were resolved. This gives an indication of how quickly the company was able to resolve complaints raised by the TIO.

Complaint levels
It is important to note that not all complaints are raised at level 1. Land access objections, for example, are raised at level 4 from the outset, due to the complexity and time-consuming nature of these complaints.

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