TELECOMMUNICATIONS COMPLAINTS IN CONTEXT FALL TO LOWEST LEVEL IN THREE YEARS

Sydney, 29 January 2019: The rate of consumer complaints about telecommunications services fell further in the most recent quarter – generating the best results seen since 2015.

Complaints to the Telecommunications Industry Ombudsman (TIO) as a proportion of services in operation (SIO) for service providers who participate in the report decreased to 6.0 complaints per 10,000 services for the period October – December 2018. The full report, including participant ratios, can be found here.

This is now the fourth consecutive quarter in which the ratio has decreased – indicating that focussed efforts by service providers has improved service delivery and the overall customer experience.

It is the lowest ratio since October – December 2015.

Communications Alliance CEO John Stanton said: “a full year of improvement demonstrates without question that the hard work by telecommunications providers is reaping dividends for customers.

“Some of the (industry regulator) ACMA’s new customer-service-focussed instruments came into effect halfway through this period of improvement, while others commenced towards the beginning of this most recent quarter. This has been a multi-faceted effort, and collaboration between Industry, Government, and regulators has been an important part of this success.

“However, Industry will not rest on its laurels and will continue working to improve, and we hope to sustain this positive trend into 2019.”

Stanton also spoke to the benefits of the Complaints in Context report, explaining that “data from an unbiased and trustworthy source such as the Telecommunications Industry Ombudsman, presented in a comparable way over time, gives consumers useful information and clearly identifies important trends. We look forward to the expansion of the report to more providers when the revised Telecommunications Consumer Protections (TCP) Code is published later this year.”

Complaints in Context is a quarterly report published by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman. This quarter and previous reports can be found here.

ABOUT COMMUNICATIONS ALLIANCE
Communications Alliance is the primary telecommunications industry body  in Australia. Its membership is drawn from a wide cross-section of the  communications industry, including carriers, carriage and internet  service providers, content providers, search engines, equipment vendors, IT companies, consultants and business groups.

Its vision is to  provide a unified voice for the telecommunications industry and to lead  it into the next generation of converging networks, technologies and  services. The prime mission of Communications Alliance is to promote the growth of the Australian communications industry and the protection of  consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. For more details about  Communications Alliance, see www.commsalliance.com.au.

Media information contact:
Sefiani
Kurt Graham kgraham@sefiani.com.au
0431 478 558