Resolving complaints
Understanding the causes of complaints
Improving the way we resolve complaints
Understanding the causes of complaints
A high number of complaints we receive are simple issues related to customer service and complaint handling. After monitoring our complaint statistics over two years, we found that while overall complaint numbers were stable, the proportion of those complaints that were about customer service and complaint handling kept rising.
To better understand what drove these complaints, we surveyed more than 500 consumers who contacted us between July and August 2010 with a complaint about customer service and complaint handling.
This survey found:
- more than half of the consumers (55 per cent) contacted their service providers five or more times before ringing us
- more than half of the consumers (54 per cent) raised the matter with their service provider at least a month before contacting the TIO, with 31 per cent stating they had made a complaint more than three months beforehand
- most consumers (60 per cent) spent three or more hours unsuccessfully trying to solve their complaint before approaching the TIO, with one in five (20 per cent) saying they spent more than nine hours resolving their complaint
- half (50 per cent) contacted more than three different departments.
Case studies
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