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All cases

Financial yearNew ComplaintsConciliations and InvestigationsEnquiries
 Level 2
Level 3
Level 4
2008-09175,946 17,3914,32144030,650
2009-10167,772 20,0133,79141339,805
2010-11197,68217,8632,41535739,928
2011-12193,702 19,3584014153,131
Change (%)-28.4-83.4-88.533.1
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New complaints by quarter 2011-12

Jul-Sep 11 Oct-Dec 11 Jan-Mar 12 Apr-Jun 12 Total
51,119 48,043 52,187 42,353 193,702
View New complaints by quarter

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New complaints v. investigations

 

2008-09

2009-10

2010-11

2011-12

% change

New complaints

175,946

167,772

197,682

193,702

-2

Investigations

22,152

24,217

20,635

19,800

-4

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New complaints by service type

 

2008-09

2009-10

2010-11

2011-12

% change

Internet

41,560

42,685

37,092

30,856

-16.8

Landline

55,667

46,859

46,040

37,425

-18.7

Mobile

65,128

74,231

112,376

122,834

9.3

Mobile Premium Services

13,591

3,997

2,174

2,587

19

Total New Complaints

175,946

167,772

197,682

193,702

-2

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Investigations by service type

 

2008-09

2009-10

2010-11

2011-12

% change

Internet

4,213

5,764

4,111

2,975

-27.6

Landline

9,223

8,882

6,631

4,598

-30.7

Mobile

7,981

9,242

9,754

12,083

23.9

Mobile Premium Services

735

329

139

144

3.6

Total Investigations

22,152

24,217

20,635

19,800

-4

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New complaints by consumer type

 

2008-09

2009-10

2010-11

2011-12

% change

Residential

162,131

152,572

174,529

165,905

-4.9

Small Business

13,566

14,955

22,836

27,008

18.3

Other*

249

245

317

789

148.9

Total

175,946

167,772

197,682

193,702

-2

*Other includes: government, community and charity
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Top seven issues for new complaints

Top 7 Issues for New Complaints

% of total

Customer Service

23.6%

Billing and Payments

20.1%

Faults

17.0%

Complaint Handling

14.2%

Credit Management

11.4%

Contracts

9.7%

Connection (Provisioning)

2%

Other Issues*

2%

*Other issues includes: Transfer, Privacy, Directories, Land Access, Disability, Phonecards and Payphones.

View Top seven issues in new complaints

About the TIO’s data terms

This is a brief guide to some of the terms used in our statistics.

New complaints: are disputes that residential and small business consumers bring to us after being unable to resolve them directly with their service provider. We will refer these back to complaint handling specialists at the service provider to give them another chance to resolve the complaint.

Conciliations and Investigations: are complaints that require further involvement by the TIO if a complaint is not resolved through referral. The TIO may seek to resolve these through conciliation or formal investigation.

Enquiries: are matters we cannot deal with directly because they are outside of our jurisdiction or powers, or the consumer has not raised the matter with their provider before contacting us.

Issues: are the types of problems that consumers raise in their complaints. Each complaint may involve multiple issues.

Service type: the different services consumers may complain to us about. They are landline, mobile, internet, and mobile premium services.

Level 2, 3 and 4: are the different stages a complaint may go through if it is not solved through referral. Level 2 complaints are solved through conciliation and Level 3 and 4 complaints are solved through investigation.

About our reporting methodology

In January 2011, the TIO stopped separately charging providers whenever a consumer returned to the TIO for further advice but where the complaint could not be taken further. This includes where no action was taken on the first consumer contact because for example, the offer made by the provider was reasonable or the TIO did not have the power to assist any further. Because of this change, we have removed "further advice" matters from all prior year statistics (both for TIO cases and issues) reported in this annual report.

In May 2012, the TIO implemented a new complaints management system. Our reporting methodology remains the same, although minor adjustments were made in the migration of data across to the new system. For this reason, there are minor differences in the data in this annual report when compared to quarterly statistics previously published in the course of 2011-12.

The data in this annual report does not reflect credits or adjustments made after billing periods as a result of any reclassification of cases.

About the TIO’s data terms

This is a brief guide to some of the terms used in our statistics.

New complaints: are disputes that residential and small business consumers bring to us after being unable to resolve them directly with their service provider. We will refer these back to complaint handling specialists at the service provider to give them another chance to resolve the complaint.

Conciliations and Investigations: are complaints that require further involvement by the TIO if a complaint is not resolved through referral. The TIO may seek to resolve these through conciliation or formal investigation.

Enquiries: are matters we cannot deal with directly because they are outside of our jurisdiction or powers, or the consumer has not raised the matter with their provider before contacting us.

Issues: are the types of problems that consumers raise in their complaints. Each complaint may involve multiple issues.

Service type: the different services consumers may complain to us about. They are landline, mobile, internet, and mobile premium services.

Level 2, 3 and 4: are the different stages a complaint may go through if it is not solved through referral. Level 2 complaints are solved through conciliation and Level 3 and 4 complaints are solved through investigation.

About our reporting methodology

In January 2011, the TIO stopped separately charging providers whenever a consumer returned to the TIO for further advice but where the complaint could not be taken further. This includes where no action was taken on the first consumer contact because for example, the offer made by the provider was reasonable or the TIO did not have the power to assist any further. Because of this change, we have removed "further advice" matters from all prior year statistics (both for TIO cases and issues) reported in this annual report.

In May 2012, the TIO implemented a new complaints management system. Our reporting methodology remains the same, although minor adjustments were made in the migration of data across to the new system. For this reason, there are minor differences in the data in this annual report when compared to quarterly statistics previously published in the course of 2011-12.

The data in this annual report does not reflect credits or adjustments made after billing periods as a result of any reclassification of cases.