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Performance

Timeliness

The majority of our complaints are solved almost immediately after we refer the consumer to the right person at their service provider.

Terry who owns a Small Business

Performance

Systemic issues

We work with service providers to identify and solve issues before they can affect large numbers of consumers.

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Small business consumers

We became more flexible with small businesses in order to help more of these consumers. In 2011-12 small business complaints increased 18%.

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Consumer satisfaction

Consumer on phone

94% of consumers give our referral services a tick. Satisfaction with conciliation is also high, at 97%.

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