Annual Report on Operations

2010-11 Highlights

• 1,983 complaints were received in the year ending 30 June 2011 up 72%

• 45% increase in the number of complaints we closed

• 34% of complaints received related to financial hardship and continue to feature as the single largest source of complaints

• Almost 16,000 contacts from consumers by phone, on-line or post

• Membership has increased by 22% to 15,535 (more than 16,300 as of 1 Feb 2012)