TIO Annual Report 2006/07

Year at a glance

The TIO’s Annual Report includes a comprehensive review of complaint statistics for the 2006/07 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 122,721 contacts* in 2006/07 – a 14.1% increase on last year’s total of 107,601. A contact is any communication with the TIO.

The total contacts include 20,258 enquiries and 102,463 complaints.

An enquiry is a contact where:

• the consumer had not contacted their provider before contacting the TIO
• the matter was outside the TIO's jurisdiction
• the company complained about was not a member of the TIO.

On 1 December 2006, the TIO began recording complaints as the escalated complaint handling body for the Mobile Premium Services Industry (MPSI) scheme. Of the 102,463 complaints, 95,377 were received under the TIO scheme and and 7,086 under the MPSI scheme.

The complaints total was a 16.9 per cent increase on the 87,593 received in the 2005/06 year.

A single complaint may contain more than one complaint issue. In 2006/07, the TIO recorded 166,885 complaint issues - a 30.9 per cent increase on the 2005/06 year (127,479).

• 42.6% of complaint issues were about landline services, 32.5% were about mobile services, 28.9% were about internet services and 6.0% were MPSI.
• 93.1% of TIO complaints were resolved at Level 1, the highest in three years and 97.3% of MPSI complaints were resolved at Level 1.
  

*For more information about how the TIO classifies complaints see Complaint Handling.

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