Customer complaints about NBN connections are up by 63 per cent, and complaints about NBN line faults are up nearly 150 per cent, according to the Telecommunications Industry Ombudsman's 2015-16 annual report released today. The NBN now accounts for almost 12 per cent of TIO complaints, but there's also a good side to the news: we're not complaining as much about our mobile and landline telephones any more.
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The Australian Communications and Media Authority (ACMA) has directed mobile service provider Lycamobile Pty Ltd to comply with the Telecommunications Consumer Protections (TCP) Code following a complaints-handling investigation. It turns out Lycamobile hasn't been keeping records of due response dates for its complaints. In some cases the telco didn't advise customers of delays in dealing with their complaints, or keep records of proposed resolutions.
The Telecommunications Industry Ombudsman released its latest Complaints In Context report yesterday, and while the continuing trend sees overall complaints dropping further, the news is better for some telcos than others. Telstra, continuing a steady trend of decreasing complaints, saw complaints drop from 7.1 in every 10,000 to 6. Vodafone has dropped all the way down from 19.3 to 6.3, while Optus has seen a rise from 5.4 to 8.5 complaints in every 10,000 services in operation.