A report of the Australian Competition and Consumer Commission’s activities


Appendices 69.A Complaints and inquiries



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Appendices

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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