FOI release
Customer service data
Updated 21 November 2025
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| Q1 | Average call wait times SIA customer service phone lines for financial years 2021/22 - 2024/25 |
|---|---|
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Q2 | Percentage of calls answered within SIA target time for financial years 2021/22 - 2024/25 |
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Q3 | Average response time for written correspondence (email, letter, or online submissions) for financial years 2021/22 - 2024/25 |
| Not set | Service requests from businesses |
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Not set | Service requests from individuals |
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Q4 | Percentage of correspondence responded to within SIA’s target time frame in each year |
| Not set | Service requests from businesses |
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Not set | Service requests from individuals |
| Not set | Fiscal Year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Q5 | Number of formal complaints for financial years 2021/22 - 2024/25 |
| Not set | NB - the data collated only relates to formal complaints. The entries marked with N/A, data was not recorded for those years |
| Not set | Complaint type |
| Not set | Service from Customer Support staff |
| Not set | Unable to contact or delayed response |
| Not set | Inaccurate advice or guidance given |
| Not set | Poor Service from SIA staff |
| Not set | No or slow response to messages |
| Not set | Poor quality responses from SIA staff |
| Q6 | Percentage of internal internal service level targets for financial years 2021/22 - 2024/25 for service requests |
| Not set | a. Service requests for electronic documents |
| Not set | Fiscal year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Not set | b. Service requests from individuals |
| Not set | Fiscal year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |
| Not set | c. Service requests from businesses |
| Not set | Fiscal year |
| Not set | 2021/22 |
| Not set | 2022/23 |
| Not set | 2023/24 |
| Not set | 2024/25 |