Quality of TIO services

These performance indicators are under review to ensure that indicators are a reflection of quality of TIO services.


Our target: that consumers request a review of less than two per cent of complaints.


2012-13 2013-14 2014-15
Actuals 0.16% 0.16% 0.24%
Of 181,419 matters at all levels, 437 consumers requested a review of the outcome.

Further investigation

Our target: that less than 20 per cent of reviewed cases need further TIO work.

2015_P10_Further Investigation 

2012-13 2013-14 2014-15
Actuals 26% 24% 31%
Of the 373 reviews conducted, 118 needed further TIO work.


Our target: that providers request a reclassification of less than two per cent of complaints. 


2012-13 2013-14 2014-15
Actuals 1.4% 1.9% 2.7%
Of 181,419 cases at all levels, we received 4,980 requests from providers to reclassify those complaints.

Reclassifications granted

Our target: that less than 20 per cent of reviews requested by providers result in a complaint being reclassified.

2015_P10_Reclassification Granted 

2012-13 2013-14 2014-15
Actuals 65% 55% 57%
Of the 4,980 reclassification requests, 2,838 case classifications were changed. Most reclassifications were a result of providers giving us new information that changed our view about a complaint classification.