Year-On-Year Results Improve, Quarterly Figures Increase

Sydney, 28 July 2016 – Telco complaints as a proportion of services in operation (SIO) increased 3.2 per cent in April-June 2016, but dropped 1.5 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance.

The April-June results reflect an increase in overall new complaints to the TIO during the quarter.  Historically, seasonal factors contribute to an increase in complaints to the TIO during January to March, followed by a downturn in April to June. This year, the TIO saw a slight increase in complaints during the April-June quarter. 

The April-June figure of 6.4 represents an improvement of 1.5 per cent year on year. The total complaint ratio per 10,000 SIO for all participating providers was 6.4, an increase of 3.2 per cent on the previous quarter.

Complaints per 10,000 SIO increased for three of the five industry participants during the April quarter.

Complaints in Context is a quarterly report jointly published by the TIO and Communications Alliance. It can be found on the TIO website and the 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.

The most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society.  To create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour.  For more details about Communications Alliance, see

Media information contact:
Neeley Williams
0434 742 551