Ninety-four per cent of consumers who come to the TIO are satisfied with the referral service they receive, a new survey has found. And there is an even higher satisfaction with TIO conciliation services.
Results from the TIO’s most recent consumer satisfaction survey, conducted between October-December 2011, found that 94 per cent of consumers, during their first point of contact with the TIO, were satisfied with the TIO’s handling of their new complaints, with 83 per cent of consumers registering a result of “very” or “extremely satisfied”. A further 73 per cent of respondents were satisfied with the outcome of their complaint, with a total of 59 per cent being “very” or “extremely” satisfied.
Where a complaint remains unresolved during our initial referral process, the TIO commences conciliation with consumers and their providers. 97 per cent of consumers surveyed reported being satisfied with the handling of their complaints during the conciliation process, including 86 per cent who were “very” or “extremely” satisfied with how their complaint was conciliated.
Notably, 89 per cent of consumers whose case was conciliated reported they were satisfied with the outcome of their resolution, and 72 per cent of consumers “extremely” or “very” satisfied.
“The results are very positive, both for referrals and for the TIO’s conciliation services,” said Deputy Ombudsman Diane Carmody. “It is really pleasing for our staff to get this positive feedback, especially from consumers whose complaint was conciliated. A reasonable interpretation is that consumer satisfaction was driven by the efforts of our staff to explain the conciliation process, the engagement of providers in resolving matters through conciliation and by the reduction in time to resolve the complaint. All these factors have resulted in a better complaint handling experience for consumers and providers,” Diane Carmody said.
Conciliation was rolled out across the TIO from the beginning of April 2011. Since then, formal investigations have reduced by 82 per cent, with only 70 cases requiring formal investigation.