Telecommunications Complaints Continue to Fall

Sydney, 2 May 2016 – Communications Alliance has welcomed continuing year-on-year reductions in consumer and small business complaints about telecommunications services, as outlined in figures released by the Telecommunications Industry Ombudsman (TIO) today.

Complaints to the TIO in the January-March 2016 quarter 5.6 per cent lower than in the same period a year ago – driven in particular by strong reductions in complaint about mobile services.

“The fact that the ratio of complaints about mobile services has fallen by 48% in four years, while the overall number of mobile services has grown by 8.5% during the same period highlights the sustained efforts of service providers to improve the customer experience,” said Communications Alliance CEO John Stanton.

Mr Stanton said there was a degree of inevitability about the increase in internet related complaints reported by the TIO, given the rapid acceleration in the rollout of the nbn.

“All stakeholders are working hard to try to ensure that the process of migrating services onto nbn-based networks is as smooth and seamless as possible,” he said.

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

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Neeley Williams
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