TIO Annual Report 2006/07

Complaint handling

A total of 25,274 complaints were recorded against the newly introduced category of Complaint Handling. These complaints were evenly distributed between landline, mobile and internet services. In 2005/06, all complaints related to complaint handling were recorded under Customer Service. For this reason direct comparison is not possible.

Complaints in this category are consistent with categories identified in the Complaint Handling Code and cover the following:

• Failure to Refer to the TIO
• Failure to Record a Complaint
• Failure to Escalate a Complaint
• Failure to Advise on the Outcome of a Complaint
• Failure to Action an Undertaking
• Failure to Acknowledge A Written Complaint
• Charging for Handling a Complaint
• Charging for Itemisation of a Disputed Bill.

A total of 70.1 per cent of complaints in this category were logged under the Failure to Refer to TIO sub-category. The large number of complaints registered in this category highlights how vital it is that industry adheres to its own Complaint Handling Code and how important it is that suppliers adequately address complaints from their customers and advise them that they can have their complaint investigated by the TIO.

The TIO will closely monitor this category to gauge and provide feedback on whether the telecommunications industry is providing a better complaint handling service to its customers.

Internet

Although fewer Complaint Handling complaints were received about internet service providers than their counterparts in landline and mobile services, proportionately (about 16 per cent of complaints for each service) the totals were similar. Complaints received about ISPs totalled 7,742.

During the course of some investigations, the TIO was told by (usually smaller) ISPs that they do not keep any records of customer service interactions and have no means of tracking and therefore responding to complaints in accordance with the rules of the Complaint Handling Code. Keeping records of interactions with customers is important, especially if a dispute subsequently arises.

Mobile

A record high number of Complaint Handling problems – 8,993 – were recorded against mobile phone providers.

Landline

Complaints received about Landline totalled 8,539.

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