TIO Annual Report 2006/07

MPSI Breaches of the Scheme

Since it began logging complaints under the MPSI scheme, the TIO has recorded 8,036 possible breaches of the MPSI scheme. These breaches were recorded against 47 different providers. Given that this is the first year in which the TIO has recorded complaints under the MPSI scheme, no comparisons are possible yet.

That the TIO has not yet confirmed a breach of the MSPI scheme is not indicative of the performance of industry. Confirmed breaches are recorded only at the completion of a formal investigation. During 2006/07 the TIO completed only three formal investigations under the scheme.

65 per cent of recorded breaches of the scheme related to a complainant’s allegations that they had been charged for services that they did not request.

Almost 12 per cent of breaches related to claims that the customer was not able to unsubscribe from a service, either due to: an inability to contact the supplier or content provider to request cancellation of the service; a delay in actioning the opt-out request; or a refusal to accept the opt-out request.

13 per cent of breaches recorded by TIO staff were in response to claims that providers did not adhere to time-frames for resolving complaints or advise complainants of their options in regard to unresolved complaints.

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