Complaints received (1st half) 2009 (2nd half) 2010 Average complaint response time (days) 19.0 23.9 24.0 33.2 Percentage of complaints that were dealt with within the standard timeframe (%) 82.0% 76.7% 95.7% 86.1% Number of complaints received (n) 4,136 2,559 5,126 11,381 Data do not include Marche Multiservizi.