TIO Annual Report 2006/07

Provisioning

Provisioning complaints rose to 7,905 (5.0 per cent of all complaints) from 5,067 (4.0 per cent).

Changes to complaint categories have made it difficult to compare some provisioning types of complaints with previous years, but they have also enabled the TIO to be more specific this year about the provisioning complaints – especially in relation to internet services. Most provisioning complaints relate to delays. Some complaints are for missed appointments and for advice about the coverage or availability at the customer’s location.

Internet (Provisioning)

Provisioning of internet services caused an increasing number of complaints throughout 2006/07 – rising from 2,259 to 4,344. The internet provisioning category captures complaints about missed appointments (33 complaints), advice about the coverage or availability of the service (1,042 complaints) and various types of provisioning delays (3,269 complaints).

Landline (Provisioning)

Provisioning of landline services resulted in 3,196 complaints, compared with 2,639 in 2005/06. In percentage terms, the complaints remained static at 2 per cent of all complaints.

As with fault complaints, the TIO divides provisioning of services into Customer Service Guarantee (CSG) and non-CSG services. The vast majority of complaints for landline faults are about CSG services.

Mobile (Provisioning)

Mobile provisioning complaints increased from 169 in 2005/06 to 365 in 2006/07. Most were about the delay in provision of a mobile service. However, about a third related to number allocation.

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