From 1 July 2014, we recorded outcomes for closed conciliated and investigated cases, and land access objections. Outcomes are not recorded at referral.
Closed case categories
In 2014-15, we closed 12,083 conciliations and investigations in one of the following four categories:
|No further investigation (fair offer, consumer claims unsupported, provider ceased trading, etc.)||2,858|
|Cases discontinued or withdrawn by the consumer||207|
Financial and non-financial outcomes
The resolution in closed cases could include the following financial and non-financial outcomes:
|debt/fee reduction or waiver
||explanation or assistance
||cancellation or change to a contract
||repair of equipment, service or property damage
||connection or reconnection
|compensation for non-financial loss
|correction of a record
In 4.6 per cent of closed cases (559 cases) no outcome was reported. More than one third of cases with recorded outcomes (36.6 per cent) had both a financial and non-financial outcome; 27.9 per cent of cases with recorded outcomes had only a financial outcome and 30.8 per cent had only a non-financial outcome.
The most common financial outcome in 2014-15 was a debt or fee reduction or waiver, followed by a billing adjustment.
The median value in financial outcomes was $300.
The most common non-financial outcome was an explanation or assistance, followed by cancellation or change to a contract, service or plan.