Handled over 200,000 contacts from consumers.
Handled 213,600 total contacts from consumers whether online, through social media or over the phone.
Over 90% of our contacts were handled as automated enquiries, with consumers getting the information they need to resolve their issues without having to call.
The total number of contacts handled this year was down from 2016/17 when we handled 471,000.
We received 15,800 complaints from consumers this year, a significant reduction on last year’s figure of 33,600. We referred 7,500 of these back to the merchant to resolve in the first instance.
The reduction in complaints and contacts is partly a result of new Special conditions we introduced in early 2017 for particular service types - online adult and online competition services - which were driving a disproportionate number of complaints.
Complaints from consumers to the PSA about online competition services dropped from 8,590 in 2016/17 to 630 in 2017/18.
Consumer experiences of complaint handling tend to better in the charity and broadcast areas of the market, but certain parts of the digital content market perform poorly.
A more than 50% reduction in the number of phone-paid services adverts in inappropriate places.
Nearly 30% of the market benefits from a Code exemption, demonstrating a flexible approach to regulation and facilitating market growth.
Increased understanding of our market, the providers and services operating to inform our regulatory approach and priorities.
New regulatory regime facilitating phone payment for society lottery services on the horizon.
Early detection of potential consumer issues through effective monitoring before widespread harm can take hold.
If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us. Call us now on 0800 692 7000 or email firstname.lastname@example.org so we can call you back.