Issue No 10: 2 May 2016
Telecommunications Complaints Continue to Fall
Communications Alliance has welcomed continuing year- on-year reductions in consumer and small business complaints about telecommunications services, as outlined in figures released by the Telecommunications Industry Ombudsman (TIO) today.
Complaints to the TIO in the January-March 2016 quarter were 5.6 per cent lower than in the same period a year ago – driven in particular by strong reductions in complaints about mobile services.
“The fact that the ratio of complaints about mobile services has fallen by 48% in four years, while the overall number of mobile services has grown by 8.5% during the same period highlights the sustained efforts of service providers to improve the customer experience,” said Communications Alliance CEO John Stanton.
Mr Stanton said there was a degree of inevitability about the increase in Internet related complaints reported by the TIO, given the rapid acceleration in the rollout of the nbn.
“All stakeholders are working hard to try to ensure that the process of migrating services onto nbn-based networks is as smooth and seamless as possible,” he said.
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