In 2010-11 we conducted three surveys, each with a sample of 300 consumers who used our services. We asked them about a range of aspects of their experience, including how accessible we were and their satisfaction with the way we handled their complaint. The surveys were conducted in July 2010, November 2010 and February 2011. They were aimed at consumers whose matters had been referred back to their provider’s complaint-handling specialists, or where we had facilitated a resolution.
These surveys reflected very positive results in the consumers’ satisfaction with the TIO’s handling of complaints as well as satisfaction with the outcome of their complaint.
"EXTREMELY" OR "VERY: SATISFIED
Feb 2011 Nov 2010 Jul 2010/ Feb 2011 Nov 2010 Jul 2010 Satisfaction with the TIO’s handling of complaints 93% 93% 84% 84% 82% 69% Satisfaction with the outcome of complaints 79% 82% 60% 71% 69% 48%
On 1 February 2011 the TIO put in place an improved complaints and compliments framework to allow consumers and service providers to give us formal feedback about the quality of our dispute resolution services.
While we have always received complaints and compliments about our services, this framework gives stakeholders a clearer process for raising matters with us.
Between 1 February and 30 June 2011, the TIO received 63 compliments about our services. These were compliments about specific TIO staff members and do not include emails praising the TIO in general.
During the same period we received 43 complaints about our services, 11 of which were found to be substantiated. No recurring issues have been found.
Complaints and compliments under this procedure are accepted verbally or in writing through a variety of media.
In 2010-11 the TIO has been working with software developer Resolve to build a smart, modern and reliable complaints management system.
The software will greatly improve the quality and efficiency of our complaint handling and data collection, and will have benefits for telecommunications providers and consumers.
For service providers the new system will provide greater transparency of the TIO processes with improved complaints-related information.
Consumers will also benefit from the new system. They will now be able to make a complaint via an improved online form, add information to a complaint in progress and view the progress of their complaint.
Design of the new system started in March 2011. Resolve is currently building the system, which is expected to go live in 2012.