Provisioning

Provisioning complaint issues are generally about delays in connecting internet, landline or mobile services. This category also incorporates complaints about missed appointments, issues around the allocation of service numbers and the accuracy of advice about coverage or availability of a service.

Provisioning complaints increased by 34.5% in 2008/09 compared to 2007/08.

Complaint issues regarding information on availability and coverage feel by 70.1%. This was primarily due to a change that occurred in 2008/09 where the Ombudsman exercised her discretion to cease to investigate complaints about the availability of ADSL services. As the TIO cannot compel a service provider to supply an ADSL service to a specific residence, we often found that investigating these types of complaints was of no benefit to the consumer.

The main drivers of provisioning complaint issues included claims by consumers that:

• they experienced delays in the connection of an entirely new service (CSG or non-CSG service) or in the re-connection of a previously connected or in-place service (CSG or non-CSG service). Collectively, these categories formed 74.4% of all provisioning issues in 2008/09
• they requested the connection of a specific service number or were offered a specific number, but the service provider either refused or was unable to connect the agreed number
• the service provider failed to keep an agreed appointment for the connection of a CSG service and failed to notify the customer in advance.

Provisioning issues by category

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