Ombudsman Report Shows Telco Complaints Are Down

A report that details the number of new landline, mobile and internet complaints the Telecommunications Industry Ombudsman (TIO) receives, as a as a proportion of telecommunications services in operation (SIO), has shown an overall decrease in complaints by almost 13 per cent.

The Telecommunications Complaints In Context report — a quarterly report jointly published by the TIO and Communications Alliance — showed that total complaints per 10,000 SIO for all participating telcos was 4.8 in the December 2015 quarter. This shows a decrease of 12.7 per cent compared to July-September 2015.

Amaysim took out the top spot with only 0.7 complaints per 10,000 SIO — a 22 per cent drop since the previous quarter, and six times better than the industry average.

Pivotel was just behind leader Amaysim, receiving 0.8 complaints per 10,000 SIO.

Telstra and Vodafone recorded their best results since September 2013, with 4.9 and 3.5 complaints per 10,000 SIO respectively.

Optus saw its best result in almost a year, receiving 5.9 complaints per 10,000 SIO in October-December 2015. This result was just a little higher than for the same period the previous year (5.4).

Communications Alliance CEO, John Stanton, welcomed the results, which he said "underlined a sustained improvement in customer service performance among the participating companies, consistent with the significant industry-wide reductions in complaints to the TIO during the past three years."

Telecommunication Industry Acting Ombudsman Diane Carmody said "The continuing improvement among these service providers is good news for consumers.

The first Complaints in Context report published data from July to September 2013. At that time, there were 7.9 TIO complaints per 10,000 SIO for all participating providers.

[TIO]


Comments

    Probably because people couldn't get through

    Working in the industry an alarming number of the complaints are pretty frivolous and unjustified, yet we've no choice but to "fix" them. Others are legit and the legit ones are pretty funny/tragic stories, but they're kinda few and far between in comparison to all the "i was told i'd have my sim in 5 days, but it's now day 6 and i don't have it"

    some of the FOS ones when I was in the financial industry were craaaaaazy though.

    Complaints down 13%, total landline/mobile/internet services down 20%...

    Apparently many "complaints" even at the ombudsman level end up either being primarily or completely customer ignorance/negligence/dodgy customer cabling. At least now they have to pay for the privilege of discovering this phenomenon.

    much work still to be done.

    Explain difference between MOBILE megabytes and Landline Megabytes...a megabyte is a megabyte end of story.
    EG we you paying $50 for 4 gig on a mobile carrier vs $50 for 300 gig on fixed connection
    Please explain.

    People with pay as you loose there money if they dont use it withing a few months.
    People that are using this type of service cant afford plans yet are duped and ripped off for using a supposedly cheaper option.
    Please explain.

    Service are still slow uncompetitive and over priced.
    Please explain.

      Optus employee here.
      In regards to for the price differences between mobile and fixed data, well, mobile data is more expensive to deliver to you. That's pretty much it. Delivering a data connection over a large area using radio towers is expensive, and those towers cost a few million a piece. Plus, congestion. If every man and his dog could stream unlimited data on their phone, the network as it is now would collapse under the strain.
      As for losing credit because you didn't use it, well, you didn't use it. We now do rollover data for our prepaids, if you're talking about stuff like that. But in terms of straight up credit expiry, well, it's in the T&C's. Whenever I serve a customer, I tell them about that stuff because A: I have to and B: a customer coming back to me cos they're pissed that I lied to them isn't worth the sale. If you're unsure and it's important, ask. If you signed up online, read the T&C's before you click yes. The better company with the better deals will win if everyone reads the T&C's and votes with their money.

        I applaud you for deciphering that question and replying!

    Years ago, I would've said Telstra provide the worst customer service. But in the last few years I have to agree with this article and say that Optus is definitely worse.

    I was looking to go to Optus cable, and the person I spoke to on the phone went around and around in circles. Re-answering questions I knew the answer to.

    Given people have 'wised up' to bill shock and the deliberately predatory methods of data usage reporting (previously not letting the user know about their overuse for a few days to allow for HUGE bills at grossly inflated prices), and many users now track their usage as a consequence.
    I think the smart mobile phone user base has matured and knows what to expect.
    Having said that, the telcos could do more to improve their reporting methodologies and report times, and provide more accurate and complete information in plain to read ways. If it were up to me, I'd have my usage stats available to me in multiple formats and exportable to Excel/spreadsheets. But I'm a geek.

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