In the second quarter of 2009 (April 1 – June 30), a total of 441 calls were received by TDR.
Of that number:
172 calls (39%) were able to be helped by TDR. The majority of these calls related to billing, faults and customer service issues. 269 calls (61%) were referred back to the caller's telecommunication company. Almost half of these people had not contacted their company to make the initial complaint. TDR can only become involved in a dispute once the customer has been through their telecommunication company’s complaint process. Of these calls, 60 (22%) were from people whose telecommunication company is not part of the TDR scheme.
Total Complaints Resolved for the period: 164
TDR resolved 200 complaints for the three-month period. This number is made up of a combination of new complaints that were received between April and June of 2009, and older complaints that were already going through the TDR process. Of the 164 resolutions, 142 (87%) were resolved at Level One, which is the first stage of the TDR process.
A Level One complaint means:
The customer has contacted TDR
TDR is able to help the customer based on these criteria;
- The telecommunication company is a member of the TDR scheme
- The customer has already been through the telecommunication company’s complaint process
- TDR have contacted the telecommunication company to confirm the complaint details and notify the company that TDR are taking on the complaint.