Issue No 21: 16 August 2021



Hot Topics
  • ACOMMS 2021: 18 November 2021 - Four Seasons Hotel Sydney

rnd-twitter-orange Follow us on Twitter here rnd-facebook-orange Like us on Facebook here rnd-linkedin-orange Follow us on Linkedin here

Decreasing Rates of Telco Complaints Continue in Latest Complaints in Context Report

Communications Alliance has published its Complaints in Context report for the April - June 2021 quarter, showing a sustained decrease in complaint rates for the participating providers.

The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO) for participating service providers for each quarter. This index allows comparison of the customer service and complaint handing performance of providers, regardless of their size.

For all participating service providers, there were 5.3 complaints per 10,000 SIOs, a decrease from the 6.9 and 7.0 ratios for the prior two quarters, and almost all participants achieved a decrease in complaint rates.

Communications Alliance CEO John Stanton said: “It is very encouraging that the industry continues to improve customer service and drive down complaint volumes in a pandemic environment where networks and the customers who rely on them are having to cope with unusual stresses.”

“Providers are still working to keep Australians connected throughout lockdowns, and we strongly encourage anyone with worries about paying their bills to contact their telco and ask about Financial Hardship assistance.”

The industry-driven report is published by Communications Alliance, using complaints data provided by the TIO and SIO data supplied by participating providers. Per the Telecommunications Consumer Protections (TCP) Code, participants are updated annually to reflect the top 10 complaint recipients in the most recent TIO Annual Report, in addition to voluntary participants.

Communications Alliance encourages any RSP interested in joining the index to contact them.

Current Consultations

Below is a list of currently open telecommunications-related consultations being conducted by Government and other organisations that provide an opportunity for you to have your say.

Communications Alliance members interested in contributing to an industry submission (if one is being developed in response to a specific consultation) should contact us.

ConsultationOrganisationClosing Date
Basic Online Safety Expectations Draft Determination
Regional Telecommunications ReviewRTIRC30/09/2021
Strengthening Cyber Security Regulations IncentivesDepartment of Home Affairs27/09/2021
Restricted Access SystemeSafety Commissioner12/09/2021
Age verification call for evidence
eSafety Commissioner10/09/2021
Wholesale ADSL Service Declaration InquiryACCC10/09/2021
Consumer Vulnerability: Expectations for the Telco IndustryACMA08/09/2021
Peri-Urban Mobility Program Draft Funding GuidelinesDITRDC
Incorporating a new ARPANSA protection standard into regulatory arrangementsACMA23/08/2021
Inquiry into Law Enforcement Agencies Tackling Child ExploitationPJCLE20/08/2021
auDA 2021-25 Proposed StrategyauDA19/08/2021
CDR Strategic Assessment Consultation Paper CDR Sectoral Assessment Telecommunications Consultation PaperTreasury19/08/2021

We welcome your feedback on our newsletter.

Contact Tel: (61) 2 9959 9111