In May/2001 the number of complains is 5 per 10,000 customers . For the previous year it was 90 per 10,000 customers. In 1999 it was 121 per 10,000 customers , While in 1998 it was 151 per 10,000 customers While in 1997 the number of complains per 10,000 customers was 180 .

Figure (6): Shows the number of customer complains per 10,000 customer in 1997, 1998, 1999 & 2000
                

The Percentage of customer complains that resolved within target (24 Hour) for 5/2001 is 77.7 %. In 2000 the percentage was 84.0% compared to the percentage in 1999 which was 83.0%. In 1998 & 1997 the percentages were 87.5% and 72.6%.

Figure (7): Compares the percentage difference of complains resolved
                 within target in 1997,1998, 1999 &2000.