Telco Complaints in Context Decrease 15 Per Cent

Sydney, 17 December 2015 –Complaints as a proportion of telcos’ services in operation (SIO) dropped a further 15 per cent in the September quarter, according to the Telecommunications Complaints in Context report, released today.

The result for all participating providers, 5.5 complaints per 10,000 SIO, has decreased 15.4 per cent when compared to April-June 2015 (6.5) and 20.3 per cent when compared to July-September 2014 (6.9).

All industry participants’ complaints per 10,000 SIO decreased in the period. Telstra recorded its lowest result to date at 5.5.  

With 4.1 complaints per 10,000 SIO, Vodafone’s result was almost a third of that reported in the same period last year (12.2).

Optus complaints in context decreased to 6.7 from 8.5 the previous quarter.

Complaints in Context results reflected the overall trend of reduced complaints to the TIO, which fell 14.8 per cent year-on-year to the lowest level since July-September 2006.

The Complaints in Context report is a quarterly release jointly published by the TIO and Communications Alliance. The July-September report can be found on the TIO website and Communications Alliance website

Joint Media Release



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