Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Jane's complaint

Jane called us about not being able to change providers.

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TIO performance

We developed new Key Performance Indicators (KPIs) in 2012-13 to measure our progress in achieving the targets in our 2012-15 strategy.

Being the first year, some of these targets were not reached.We are streamlining processes and have restructured parts of the TIO to focus on efficiency and quality to meet these targets by 2015.

Timeliness of TIO services - key indicators

Referrals

Complaints referred within one business day: 79 per cent.

Target: 90 per cent.

Conciliations

Complaints conciliated within 30 business days: 77 per cent.

Target: 80 per cent.

We did not meet our referral and conciliation target due to an unexpected increase in demand from February 2013. It took some time to recruit more contact centre staff to handle this increase. This additional demand impacted on the time in which we dealt with complaints made via our website.

Investigations

Complaints investigated within 70 business days: 26 per cent.

Target: 80 per cent.

Age of complaints

Complaints older than 120 days: 8 per cent

Target: 5 per cent.

Investigations are a small proportion of all complaints (481 in 2012-13). Due to their complexity, some may be lengthy. At 30 June 2013, 103 open complaints were older than 120 days. We are monitoring aged cases with better reports and taking new approaches to increase the timeliness of these complaints.

Quality of TIO services - key indicators

Reviews

Reviews requested by consumers: 0.16 per cent

Target: less than 2 per cent

Further investigation

Reviews requested by consumers requiring further investigation: 26.3 per cent

Target: less than 20 per cent

Of more than 200,000 complaints closed in 2012-13, we received 349 requests from consumers to review their complaints. Of those, 76 needed further investigation.

Reclassifications

Reclassifications requested by service providers: 1.4 per cent

Target: less than 2 per cent

Reclassifications granted

Reclassification requests from providers granted: 64.5 per cent

Target: less than 20 per cent

A provider can request us to reclassify a complaint. Reasons can include TIO errors or events beyond our control (e.g. complaints solved in the time the consumer took to come to the TIO).

Of more than 200,000 complaints closed in 2012-13, we received 3,126 reclassification requests, of which 2,018 were granted. We are currently reviewing our reclassification process.

Case study

Jane for case study

Jane's complaint

Jane called us about not being able to change providers.

Read full case study