Quarterly Figures Up While Year on Year Improvement Continues

Sydney, 22 April 2016 – Telco complaints as a proportion of services in operation (SIO) increased 29 per cent in January-March 2016, but dropped 13.8 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman and Communications Alliance.

The January to March quarter generally sees an increase in complaints to the TIO. Seasonal factors contribute to increased complaint numbers, including summer weather events that can disrupt fixed line services.

The total complaints per 10,000 SIO for all participating providers was 6.2, representing a 13.8 per cent decrease on the same time last year (down from 7.2). The January-March 2016 figure of 6.2 represents an increase of 29.2 per cent from October-December 2015.

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

During the same quarter last year there was a 7.4 per cent increase in complaints as a proportion of telcos’ SIO, from 6.7 to 7.2.

Complaints in Context is a quarterly report jointly published by the TIO and Communications Alliance. The January-March 2016 report 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 www.commsalliance.com.au.

Media information contact:
Neeley Williams nwilliams@sefiani.com.au
0434 742 551