Number

	F2003*	F2004	F2005	F2006	F2007	F2008
Total	44*	39	103	69	76	48

Pre-fiscal 2004 included a predominantly formal written complaints process for complaints submitted to the British Columbia Utilities Commission (BCUC). Post-fiscal 2004 included both formal written complaints and those complaints dealt with informally by telephone/email that followed an informal process of response to the customer.

Formal and informal complaints to the BCUC in fiscal 2008 were 48, compared to 76 for fiscal 2007 and 69 for fiscal 2006. Decrease in all categories of complaints, i.e. billing; call centre; credit process; ABSU Field Service Operations; payments; security deposit; system, IVR and AOL from the previous year.

There was a decrease to 1.6 days in the average response time during fiscal 2008 compared to 1.9 days in fiscal 2007. These response times show a significant improvement in the response time of 6.5 days in fiscal 2006.

*Includes all of 2002 and first three months of 2003. The time-adjusted total for a 12-month period is estimated to be 35.