TIO complaints per provider decrease 4.5 per cent

Sydney, 30 March 2015 - Telco complaints as a proportion of providers’ services decreased for the fourth quarter in a row, according to the Telecommunications Complaints in Context report released today.

TIO complaints per 10,000 services in operation (SIO) decreased for the fourth consecutive quarter in October-December 2014.

The result for the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) is a 4.5 per cent decrease when compared to July-September 2014, from 6.9 to 6.6 complaints per 10,000 SIO. This figure is also 13 per cent less than in October-December 2013, when all participants recorded 7.6 complaints per 10,000 SIO.

“These results reflect the welcome decrease in TIO complaints, which were at an eight-year low in October-December 2014, and are part of a three-year decline in complaints,” Ombudsman Simon Cohen said.

The telecommunications industry’s peak body, Communications Alliance, also welcomed the results.

“The decrease in the industry-wide ratio of complaints in context during calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers,” Communications Alliance CEO John Stanton said.

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

Please see the attached media release for further information.



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:

Lucy Chamberlain lchamberlain@kreab.com 0402 106 613