Statistics
The Consumer Protection Office of the Velocity Interoperability Network publishes statistics on the work it does: enquiries handled, complaints registered and resolved, product safety assessments opened and completed, and recalls directed. This first release covers the transition period from 10 August to 5 September 2026, during which member organisations transferred their consumer protection functions to the Office, and records the position at establishment on 6 September 2026.
The figures are drawn from the complaint records transferred by member organisations, from the Office's own registration and assessment files, and from the notifications received from traders. Figures for the transition period are provisional and will be revised in later releases where late returns are received.
The position at establishment. The figures below record the Office at the point of establishment.
- 4,812
- Consumer enquiries handled during the transition period
- 1,376
- Complaints registered between 10 August and 5 September 2026
- 214
- Traders entered on the register of suppliers at establishment
- 6
- Recalls in force at establishment
Of the 1,376 complaints registered during the transition period, 1,043 were resolved before establishment and 333 were carried over to the Office. Consumers who wrote to a member organisation before 6 September 2026 need not write again: the reference issued to them remains valid and the work continues.
Activity during the transition. The table below divides the transition period into two halves. The rise across every line reflects the publication of the Office's contact address on 24 August 2026 and the transfer of the last member organisation's records on 31 August.
| Measure | 10 to 23 August | 24 August to 5 September | Total |
|---|---|---|---|
| Consumer enquiries handled | 2,208 | 2,604 | 4,812 |
| Complaints registered | 612 | 764 | 1,376 |
| Complaints resolved | 441 | 602 | 1,043 |
| Product safety assessments opened | 48 | 61 | 109 |
| Product safety assessments completed | 27 | 44 | 71 |
| Notifications received from traders | 9 | 14 | 23 |
Complaints by category. Six categories account for the whole of the registered caseload. Complaints raising a safety concern take longest to resolve because a product assessment is opened alongside the complaint and must be completed before a finding is given; they are also the least likely to be resolved within the period, which is why the resolved count for that category is low.
| Category | Registered | Resolved | Median working days to resolution |
|---|---|---|---|
| Goods faulty on delivery | 412 | 347 | 9 |
| Goods not as described | 298 | 231 | 12 |
| Goods never delivered | 241 | 179 | 14 |
| Refund refused after a valid return | 186 | 158 | 8 |
| Misleading price or charge added at checkout | 134 | 97 | 10 |
| Safety concern raised about a product | 105 | 31 | 16 |
Outcomes of resolved complaints. The percentages below are of the 1,043 complaints resolved during the transition period.
| Outcome | Complaints | Percentage of those resolved |
|---|---|---|
| Complaint upheld and a remedy provided | 624 | 60 |
| Complaint upheld; remedy outstanding at establishment | 97 | 9 |
| Complaint not upheld | 218 | 21 |
| Facts disputed and unresolvable on the papers | 62 | 6 |
| Withdrawn by the consumer | 42 | 4 |
Product safety assessments. The Office and its predecessors completed 71 assessments during the transition period. Thirty-eight remained open at establishment and continue under the Office's procedure.
- 38
- Product safety assessments open at establishment
- 71
- Assessments completed during the transition period
- 20
- Working days in which a complaint finding is given
- 76%
- Complaints registered in the transition period that were resolved before establishment
| Finding | Assessments | Consequence |
|---|---|---|
| Product found safe | 39 | No further action |
| Non-compliant without immediate risk | 18 | Correction within a period fixed by the Office |
| Unsafe; withdrawal from sale directed | 10 | Supply stopped; stock corrected or destroyed |
| Unsafe; recall directed | 4 | Entered on the recall register |
The four recalls directed during the transition period were carried over to the Office's recall register without change of reference. Two further recalls were directed on 6 September 2026, bringing the register to six entries at establishment.
The Office will publish statistics quarterly. The next release, covering the quarter ending 30 September 2026, will be published in October 2026 and announced in the Newsroom. For the procedure these complaint figures report on, see Making a Complaint; for the milestones of the reporting cycle, see History. Questions about these figures may be sent to contact@consumer.gov.vin.