Improvements to TIO Reporting

From 1 July 2024 we will be making improvements to the way we capture and report our complaints data. We are introducing a data capture method based on Primary Keywords, and decommissioning the Multiple Service type. Put simply, this means we can more accurately capture the nature of the complaint that the consumer has.

Historically, complaints have been tagged against a service (internet, landline, mobile handset etc.). But increasingly, consumer complaints spill across multiple services and would be better characterised by an ‘issue’.

Executive General Manager, Technology, Analytics and Business Improvement, Cathy Thomas, says making these changes allow us to report meaningfully in an ever-changing technological landscape.

“By simplifying how we capture the primary issue raised by consumers, we're able to draw more meaningful member insights and complaints trends,” she said.

These changes mean our data will more accurately reflect the original issue experienced by consumers and small businesses, and can be used to identify emerging trends better.