Appendices 69.A Complaints and inquiries
Page 21/22 Date 20.10.2016 Size 352.6 Kb. #5377
69.A Complaints and inquiries
During the December 2015 quarter the ACCC received 74 155 complaints and enquiries from businesses and consumers (45 780 phone calls, 28 201 emails and 174 letters). Of these, 154 were escalated for assessment.
Table 1: ACCC complaints , investigations and litigation funnel
Category
December 2015 quarter
Contacts received (phone, email and letters)
74 155
Contacts recorded in the database
51 175
Under assessments commenced
154
Initial investigations commenced
112
In-depth investigations commenced
52
First instance litigation commenced
10
Table 2: Geographic location of inquirers and complainants recorded in the national database
State
ACL
Scams
(ACL + Scams)
Anti-competitive Practices
Industry Codes
Other
Total
NSW
3 925
8 963
12 888
132
41
1 672
14 733
QLD
3 310
7 153
10 463
117
32
1 262
11 874
VIC
3 614
6 586
10 200
105
37
1 352
11 694
WA
1 312
3 546
4 858
43
26
487
5 414
SA
1 065
2 365
3 430
40
7
425
3 902
ACT
509
862
1 371
19
2
171
1 563
TAS
279
900
1 179
7
2
108
1 296
NT
141
379
520
3
0
47
570
Overseas
118
513
631
7
1
80
719
Not specified
130
167
297
5
4
97
403
Note: single contacts may involve multiple issues
Table 3: Complaints and inquiries – top ten by industry
Industry
Contacts
Car Retailing
993
Non-Store Retailing
963
Electrical, Electronic and Gas Appliance Retailing
924
Other Electrical and Electronic Goods Retailing
507
Furniture Retailing
343
Travel Agency and Tour Arrangement Services
327
Clothing Retailing
317
Supermarket and Grocery Stores
314
Air and Space Transport
269
Motor Vehicle Manufacturing
245
Table 4: Top scam categories reported to the ACCC
Scam category
Contacts
Unexpected money (inheritance, helping a foreigner, fake government or bank, loan opportunity)
8 513
Buying, selling or donating (classifieds, business listings, auction, health, fake business etc)
8 492
Attempts to gain your personal information (fake bank or telco , computer hacking, ID theft)
7 243
Jobs & investment (sport, high return, pyramid scheme, employment)
2 588
Unexpected Prizes (lottery, travel, scratchie)
2 144
Threats & extortion (malware and software by email , malware and software by phone, hitman etc)
1 496
Dating and Romance (Including Adult Services)
836
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