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:
October - December 2012
- Members that had more than 25 new complaints - Oct to Dec 2012 (Excel, 23Kb)
- New complaint issues by Members that had more than 25 complaints - Oct to Dec 2012 (Excel, 37Kb)
Quarterly Dashboard
| Quarters | New complaints | Level 2 | Level 3 | Level 4 | Enquiries |
|---|---|---|---|---|---|
| Jan - Mar 12 | 52,187 | 5,113 | 70 | 5 | 14,476 |
| Apr - Jun 12 | 42,353 | 4,236 | 66 | 4 | 12,427 |
| Jul - Sep 12 | 37,777 | 3,892 | 154 | 4 | 12,717 |
| Oct - Dec 12 | 38,287 | 3,318 | 86 | 2 | 12,227 |
| % Change | 1.4 | -14.7 | -44.2 | -50 | -3.9 |
New complaints - Top issues (Oct - Dec 2012)
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 | 23.3% |
| Billing and payments | 19.1% |
| Faults | 18.6% |
| Complaint handling | 12.1% |
| Credit management | 11.8% |
| Contracts | 9.8% |
| Connection | 3.0% |
| Other | 2.2% |
New complaints by service type (Oct - Dec 2012)
| Service Type | % |
|---|---|
| Mobile | 59.4% |
| Landline | 20.1% |
| Internet | 19.3% |
| Mobile Premium Services | 1.1% |
View an analysis of these complaint statistics in TIO Talks.
