TELECOMMUNICATIONS INDUSTRY WELCOMES 15% DROP IN COMPLAINTS

Sydney, 11 June 2021 - Communications Alliance has welcomed the ACMA’s publication of telecommunications complaints data for the January – March 2021 quarter, showing continued significant decreases in the number of complaints made directly to telcos.

Communications Alliance CEO John Stanton said “the ACMA’s data shows a 15% decrease in complaints compared to the same period one year ago.”

“Reports from the ACMA and the TIO continue to show decreasing complaint rates, underlining that telcos are improving customer service while deploying new technologies, increasing broadband speeds[1] and consistently offering more value[2].”

Communications Alliance noted the slight increase in the ‘weighted average days to resolve,’ and raised that this could be attributed to the significant decrease in overall complaint numbers, with fewer ‘quick to resolve’ issues raising to the level of a complaint – which would mean consumers are having straightforward issues resolved faster.

Stanton continued, saying “For the same period two years ago, there were 74 complaints per 10,000 services, which has now decreased to 63 complaints per 10,000 services. While there is still more work to be done and telcos will always continue working to improve customer experience, we are proud of the progress made thus far and hope to see this trend continue.”

The ACMA’s report can be found on their website.

 

1 ACCC Measuring Broadband Australia Report: Communications Alliance - 2021 Media Release 5 (commsalliance.com.au)
2 ACCC Communications Market Report 2019-20 December 2020, Page 1:
Fixed Broadband, 1.6% decrease in annual feature-adjusted price
Mobile phone services, 16.7% decrease in annual feature-adjusted price
Mobile broadband, 24% decrease in annual feature-adjusted price

ABOUT COMMUNICATIONS ALLIANCE
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:
Sefiani
Nick Owens NOwens@sefiani.com.au
0421 977 062