TIO Annual Report 2006/07

TIO Issue Analysis

Keywords

The TIO records complaints under the headings of Landline, Mobile and Internet, with keywords used to describe the subject matter of complaints – for example, billing, payments or faults.

The TIO implemented its revised complaint keyword categories in 2006/07. The keywords were changed because providers increasingly focus on functionality rather than technology, and consumers are often not aware of the underlying technology of their services. The analysis that appears in the following pages is based on the new keyword categories.

The following recommendations were implemented at the beginning of 2006/07.
• The TIO ceased recording internet complaints by technology (for example, ADSL, dialup, cable or wireless).
• The TIO now uses a three-tier, rather than a four-tier, keyword structure to record complaints.
• Keywords describe the subject matter (for example, billing) rather than the type of service (for example, mobile). The system still notes whether complaints relate to landline, mobile or internet services.
• The TIO keywords are aligned with ACIF codes. If certain keyword sequences are entered in the complaints database, staff are prompted to ask complainants specific questions aimed at establishing whether a possible code breach has occurred.

Keywords are linked to the TIO’s position statements where appropriate. If TIO staff enter a particular keyword into the TIO’s complaints system, a link to related position statements will appear.

In addition, several of the TIO’s existing keyword categories, such as Contracts, Customer Service and Phonecards, have been reworked so as to improve the quality of the TIO’s data.

One of the consequences of the keyword changes is that direct comparison with TIO statistics from previous years is not possible, although broad comparisons have been made where appropriate.

Unless it is stated otherwise, all complaints referred to in the analysis section (TIO and MPSI schemes) are complaint issues.

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