The Banking Insurance & Investment Assist (BIIA) call centre launched in June last year has released some impressive results for the six months ending December 2002. As the “one-stop shop” service for consumers in the financial sector, the BIIA call centre handled 81,072 inquiries.

The service, which guarantees callers will speak to a person rather than an answering machine, referred 12% of its callers to “more appropriate” service providers, reducing double-handling of calls. 

The centre initially incorporated the Australian Banking Industry Ombudsman, Financial Industry Complaints Service and Insurance Enquiries & Complaints. In October the Credit Union Dispute Resolution Centre joined the facility.

From June 2003, the old number for the consumer telephone number – 1300 363 683 will be cancelled leaving the BIIA Hotline number – 1800 78 08 08 – as the sole number.