Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Case study

James for case study

James' complaint

James called us about a problem with a faulty handset. 

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Enquiries

Enquiries are issues outside our jurisdiction, or complaints made to us before they have been raised with a provider. We recorded 47,016 enquiries in 2012-13, an 11 per cent decrease compared to the previous year.

There were fewer enquiries about:

  • requests for advice on resolving a complaint
  • consumers coming to us before making a complaint to their provider, and
  • complaints about pay TV.

These decreases may be explained by recent survey data suggesting higher consumer awareness of what we do.

A review of our enquiries was also a factor in our decision to expand our time limits from 1 July 2013. 

Case study

James for case study

James' complaint

James called us about a problem with a faulty handset. 

Read full case study