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.