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.


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