Customer Service - Complaints

 

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Happy Face
Meeting current
targett

Worried Face 
Within 10% of meeting
current target
Sad face
Not meeting
current target by 10% or more

All Complaints By Categories

  • Number of complaints received in that period

    Year to date 515
    •  
      April-June 2019 111
      July-September 2019 122
      October-December 2019 130
      January-March 2020 152
    • 2018/19 End of Year Performance: 663

  • Failure to provide a service

    Year to date 149 (29%)
    •  
      April-June 2019 41 (37%)
      July-September 2019 33 (27%)
      October-December 2019 32 (25%)
      January-March 2020 43 (28%)
    • 2018/19 End of Year Performance: 174 (26%)

  • Dissatisfied with repairs service provided

    Year to date 256 (50%)
    •  
      April-June 2019 61 (55%
      July-September 2019 52 (43%)
      October-December 2019 66 (50%)
      January-March 2020 77 (51%)
    • 2018/19 End of Year Performance: 353 (53%)

  • Other
    Year to date 109 (21%)
    •  
      April-June 2019 9 (8%)
      July-September 2019 37 (30%)
      October-December 2019 32 (25%)
      January-March 2020 31 (21%)
    • 2018/19 End of Year Performance: 136 (24%)

Stage 1 Complaints

  • Number of quick fix or services considerations due in this period

    Year to date 504
    •  
      April-June 2019 108
      July-September 2019 122
      October-December 2019 124
      January-March 2020 150
    • 2018/19 End of Year Performance: 630

  • Number of quick fix or service considerations answered within time

    Year to date 484 (96%) Worried Face
    Target 100%
    •  
      April-June 2019 103 (95%)
      July-September 2019 117 (96%)
      October-December 2019 122 (98%)
      January-March 2020 142 (97%)
    • 2018/19 End of Year Performance: 531 (96%)

  • Number of quick fix or service considerations upheld

    Year to date 396 (73%)
    •  
      April-June 2019 84 (74%)
      July-September 2019 87 (64%)
      October-December 2019 103 (81%)
      January-March 2020 122 (83%)
    • 2018/19 End of Year Performance: 410 (67%)

Stage 2 Complaints

  • Number of stage 2 complaints received in that period

    Year to date 27
    •  
      April-June 2019 6
      July-September 2019 9
      October-December 2019 8
      January-March 2020 4
    • 2018/19 End of Year Performance: 32

  • Number of stage 2 complaints due that were answered within time

    Year to date 28 (100%) Happy Face
    Target 100%
    •  
      April-June 2019 6 (100%)
      July-September 2019 9 (100%)
      October-December 2019 8 (100%)
      January-March 2020 5 (100%)
    • 2018/19 End of Year Performance: 29 (94%)

  • Number of stage 2 complaints upheld

    Year to date 21 (75%)
    •  
      April-June 2019 3 (60%)
      July-September 2019 7 (77%)
      October-December 2019 7 (87%)
      January-March 2020 4 (80%)
    • 2018/19 End of Year Performance: 29 (94%)

 

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Menu

Happy Face
Meeting current
targett

Worried Face 
Within 10% of meeting
current target
Sad face
Not meeting
current target by 10% or more

Customer Service - Complaints 2018-19

Performance Indicators 2018-19
Back to Menu Performance
Indicator
April-
June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year
to
Date
Target How
Are
We
Doing?

2017/18 End
of Year
Performance

Customer Service - Complaints
All Complaints By Categories Number of complaints received in that period 175 152 149 187 663      
Failure to provide a service 59 45 25 45 174
34% 30% 17% 24% 26%
Dissatisfied with repairs service provided 79 81 89 104 353
45% 53% 60% 56% 53%
Other 37 26 35 38 136
21% 17% 23% 20% 24%
Stage 1 Complaints Number of quick fix or services considerations due in this period 169 144 139 178 630      
Number of quick fix or service considerations answered within time 113 124 141 153 531 100% Worried Face 784
97% 95% 96% 96% 96%  
Number of quick fix or service considerations upheld 107 83 98 122 410     455
61% 61% 68% 77% 67% 60%
Stage 2 Complaints Number of stage 2 complaints received in that period 6 8 10 8 32     39 (5%)
Number of stage 2 complaints due that were answered within time 7 7 7 8 29 100% Worried Face  
100% 100% 88% 89% 94%
Number of stage 2 complaints upheld 3 8 6 5 22     33
43% 100% 75% 56% 69% 85%
Back to Menu Performance
Indicator
April-
June
2018
July-
September
2018
October-
December
2018
January-
March
2019
Year
to
Date
Target How
Are
We
Doing?
2017/18 End
of Year
Performance
Happy Face = meeting current target Worried Face = within 10% of meeting current target Sad face = not meeting current target by 10% or more