Consumer satisfaction

Most consumers who contacted us in 2014-15 were satisfied with our service and the outcome of their complaint.  

Satisfaction with referral

When a consumer brings a new complaint to us, we refer it back to the provider for a final chance at resolution. Most of our complaints are solved this way, and consumers are happy with this process.

Satisfaction with handling of complaints was at 91 per cent, satisfaction with outcome of complaints was 77 per cent


June 2014 June 2015 Target
Handling of complaint 90% 91% 80%
Outcome of complaint 76% 77% 80%
Some of the reasons why dissatisfied consumers did not return to the TIO were: 
  • they did not want to pursue their complaint further 
  • they thought the complaint was not worth pursuing further, or
  • they did not think the TIO could help further.

Satisfaction with conciliation

If a complaint is unresolved through referral we will work with the consumer and service provider to reach an agreement through conciliation.

Chart showing conciliations over three years from 2012-2015, please see the table below this image for details.


June 2014 June 2015 Target
Handling of complaint 90% 80% 80%
Outcome of complaint 72% 75% 80%
 

Some of the reasons why dissatisfied consumers said their complaint could not be resolved were: 

  • infrastructure issues that were beyond the TIO's control, or
  • the complaints were yet to be resolved from the consumer's perspective.