Timeliness of TIO services

Referrals

Our target: to deal with 90 per cent of phone calls and emails from consumers within one business day.

2015_P9_Referral 

2012-13 2013-14 2014-15
Actuals 79% 90% 85%

Conciliations

Our target: to close 80 per cent of conciliated complaints within 30 business days.

2015_P9_Conciliations 

2012-13 2013-14 2014-15
Actuals 77% 88% 77%
   

In 2014-15, of 11,873 conciliations closed, 9,174 were closed within 30 business days. The below-target result was in part due to the fact that there were fewer simple unresolved cases and it took longer to achieve a conciliated outcome in a greater proportion of cases.

Investigations

Our target: to close 80 per cent of investigated complaints within 70 business days.

2015_P9_Investigations 

2012-13 2013-14 2014-15
Actuals 26% 34% 17%

Of 210 investigations closed in 2014-15, 36 were closed within 70 business days. There was some improvement over the year and in June 2015, 40 per cent of investigations were closed within 70 business days. Due to the changing nature of complaints matters at this level are more difficult to resolve and this target will be revised.

Age of complaints

Our target: that less than five per cent of open complaints are unresolved for more than 120 days.

2015_P9_Age of Complaints.png 

2012-13 2013-14 2014-15
Actuals 8% 8% 8%

Of 821 complaints that were open as at 30 June 2015, 59 had been open for longer than 120 days.