Industry Welcomes a Further 10.5% Year-on-Year Fall in Complaints to the TIO

Sydney, 9 October 2015  – A further significant year-on-year reduction in telecommunications consumer complaints demonstrates that industry continues to deliver on its commitment to an excellent customer experience, Communications Alliance said today.

The Annual Report 2014-15, released by the Telecommunications Industry Ombudsman today, showed that complaints to the TIO have fallen by a further 10.5% over the past year and 37% during the past four years. The results also come on the back of significant increases in the numbers of telecommunications services in operation during the same period. Mobile complaints dropped to their lowest level since 2007-08.

“This is the fourth consecutive year of significant reductions in complaints and it is fair to say that industry is on a long-term path to greater customer satisfaction. The TIO results are backed by our quarterly national polling which also shows steady improvements in customer satisfaction since the commencement of the polling two and a half years ago,” Communications Alliance Director of Program Management, Christiane Gillespie-Jones, said.

“This improvement stems from various factors, including huge investments into improved networks, a strong Telecommunications Consumer Protections Code and, most importantly, an industry-wide commitment to deliver an outstanding customer experience.”

“We have seen very encouraging results in many areas – mobile coverage issues are down by a massive 49% which is only 20% of their 2010-11 level; complaints about excess data charges have fallen by over 30% in the past year and complaints about unexpected high bills have decreased by 58% – only 17% of their 2010-11 level – highlighting the effectiveness of improved spend management tools such as usage notifications,” Ms Gillespie-Jones said.

“It is very pleasing to see that over 90% of complaints are resolved by service providers without further TIO involvement.”

“Industry is not resting on its laurels and is determined to drive down complaint levels even further in the current year.”

She said that while the increase in complaints about connection delays and faults was relatively small, it is something that requires further analysis and will be watched carefully. One quarter of complaints about connection delays relate to the NBN which is being rolled out at a faster pace with the number of active NBN services having risen by 130% in the past year.


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

Media information contacts:

Communications Alliance
Hannah Ritchie
0452 404 303