TIO Annual Report 2005/06

Year at a glance

The TIO’s Annual Report includes a comprehensive review of complaint statistics for the 2005/06 financial year. These statistics are published for the information of consumers, and to help service providers identify areas where they can improve their performance.

The TIO handled a total of 107,601 contacts in 2005/06 – a 10.0% increase on last year’s total of 97,798.

Total contacts included 20,008 out-of-jurisdiction enquiries and 87,593 complaints.

The number of complaints investigated in 2005/06 was 87,593 - 11.0% greater than last year’s (78,915).

A single complaint may contain more than one complaint issue. In 2005/06, the TIO recorded 127,479 complaint  issues, up from 100,825 last year.

• 41.0% of complaint issues were about landline services, 40.9% were about mobile services and 18.1% were about internet services.
• 91.1% of complaints were resolved at Level 1, up from 90.2% last year.
• 45.2% of complaints were resolved partially or substantially in favour of the complainant, while 11.1% of complaints were resolved partially or substantially in favour of the member.
  

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