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We received 8,255 disputes during April-June 2013. During this quarter we saw an increase in disputes received compared with the previous quarter (up by 8%) but a decrease compared with the June 2012 quarter. The reduction in credit and general insurance disputes are the main contributors to the lower numbers when compared to the same quarter last year.

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Total disputes received by product line

As expected, the largest proportion of disputes received this quarter by product line continued to be credit disputes (47%), which has remained constant from previous quarters, followed by general insurance disputes (28%).

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Note: The total number of disputes received in this table exceeds the total reported in the chart above. The total in that chart is based on counting each case, even if it is about multiple products and issues, as one dispute.

 

Disputes received

Registration is the first stage in our dispute resolution process. When we register a dispute, we record the basic details and refer them on to the financial services provider (FSP). The FSP then has an opportunity to resolve the dispute with its customer without our involvement. Click here for more information about our process.

We received 3,671 disputes in April-June 2013 at the Registration stage. By the end of the quarter, 24.6% of these disputes had been resolved by the FSP, over 29% had been escalated further to the next stage of our dispute resolution process, and around 42% were still open at the Registration stage. These percentages are consistent with previous quarters and are what we would expect at this stage of our dispute process during any given quarter.

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Accepted disputes

Acceptance is the second stage in our dispute resolution process. It is the point at which we start playing an active role in trying to resolve a dispute. Click here for more information about our process.

The number of disputes accepted during this quarter (6,224 disputes) increased by 9% compared to last quarter. However, this is 2% lower than the same quarter last year.

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The breakdown of accepted disputes by product line is very similar to the breakdown of disputes received in this quarter.

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Note: The total number of disputes accepted in this table exceeds the total for this quarter in the chart above. The total in that chart is based on counting each case, even if it is about multiple products and issues, as one dispute.

 

Disputes closed

We closed 8,704 disputes in April-June 2013. Although the number of disputes closed during this quarter was 12% lower than same time last year, it was an increase of 17% compared to the last quarter.

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Total disputes closed (by outcome)

The table below shows the outcomes of the disputes we closed in April-June 2013. Almost 70% of the closed disputes were resolved through an agreement between the financial services provider and the applicant (the person or business who lodged the dispute).

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Note: Minor discrepancies between this and previous Circulars reflect the outcome of a review of our data and reporting frameworks. We are also reviewing the content and format of the information presented in this statistics report.  

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