Thanks for the "heads-up".

Perhaps Plusnet will volunteer some info?

Publish business sensitive information relating to how many postal complaints we get? I'm afraid not, sorry about that.

How about what percentage of complaints come via post as against electronic then?

Just went to check about that one, I'm afraid we'll not be publishing that either, sorry.

Also bear in mind that FOI requests cost money.

Expensedom of Information?

They certainly can cost a lot of money to process, although if more than a specified amount of staff time is needed to respond then the organisation can refuse or offer for the requestor to pay the costs.

A large public sector organisation can get a lot of FoI requests and processing them is painful (especially when people ask for a number of different sets of stats that aren't necessarily normally used by the organisation).

A lot of requests also tend to be from companies that just want to get stats to allow them to build their own business models (ie how many of product x do you buy in a year and how much have you spent on it).

In reply to a post by orbrey:

Understood, though the ticket limit applies only to customer raised tickets - it's very rare indeed we have four customer raised tickets open on the account at any given time (internally raised tickets don't count towards this limit).

Have you changed your system since I had my problems (just over a year ago)?

I was continually bumping that limit when PN arbitrarily closed down tickets & I tried to raise them again - the problem was always the TOTAL number of tickets open, not the ones that I raised (which, on their own, NEVER exceeded 4)!

In reply to a post by ian72:

A lot of requests also tend to be from companies that just want to get stats to allow them to build their own business models (ie how many of product x do you buy in a year and how much have you spent on it).

I'm not too inclined to believe that any private sector business models itself on a public sector one. A charity perhaps (third sector?).

I think that issue may well have been looked into - I know our support teams can raise another ticket internally when 4 are open, at least, so suspect (and hope) that's due to this issue being addressed and resolved.

In reply to a post by orbrey:

I think that issue may well have been looked into - I know our support teams can raise another ticket internally when 4 are open, at least, so suspect (and hope) that's due to this issue being addressed and resolved.

If you don't mind me suggesting, that does sound like there is no limit on your own guys but still a limit on the customer.

Hypothetically, if there are 4 tickets open (3 initiated by CS & 1 by Customer), your guys can still raise further tickets - but that does not indicate that the Customer can still raise tickets (which was my experience).