Statistics
Annual statistics
We publish annual statistics, including the number of new complaints and investigations for members with 25 or more complaints, in our annual report.
Quarterly statistics
We publish quarterly statistics at the end of every quarter. This coincides with the release of the TIO Talks newsletter.
(Please note: TIO Talks is not published for the last quarter of the financial year)
Detailed quarterly statistical reports by providers available for download:
- Members that had more than 25 new complaints - Jul to Sep 2011 (Excel, 23Kb)
- New complaint issues by Members that had more than 25 complaints - Jul to Sep 2011 (Excel, 44Kb)
Quarterly Dashboard
| Quarters | New complaints | Level 2 | Level 3 | Level 4 | Enquiries |
|---|---|---|---|---|---|
| Oct - Dec 10 | 45,263 | 3,819 | 714 | 100 | 8,727 |
| Jan - Mar 11 | 59,533 | 5,003 | 601 | 94 | 9,798 |
| Apr - Jun 11 | 50,801 | 5,460 | 370 | 46 | 11,616 |
| Jul - Sep 11 | 51,196 | 5,193 | 208 | 33 | 13,648 |
| % Change | 0.8 | -4.9 | -43.8 | -28.3 | 17.5 |
New complaints - Top issues (Jul - Sep 2011)
The TIO records and reports on issues at each case level. Every case includes at least one issue, and most cases include more than one issue.
| Issue | % |
|---|---|
| Customer service | 24% |
| Billing and payments | 20% |
| Faults | 16% |
| Complaint handling | 16% |
| Credit management | 11% |
| Contracts | 10% |
| Other | 3% |
New complaints by service type (Jul - Sep 2011)
| Service Type | % |
|---|---|
| Mobile | 66% |
| Landline | 18% |
| Internet | 15% |
| Mobile Premium Services | 1% |
