Complaints received (first half) 2009 (second half) Average complaint response time (days) 14.1 19.0 23.9 24.0 Percentage of complaints that were dealt with within the standard timeframe (%) 93.1% 82.0% 76.7% 95.7% Number of complaints received (n) 3,609 4,136 2,559 5,126 Data do not include Marche Multiservizi.