TELECOMMUNICATIONS COMPLAINTS DROP 40% OVER 2 YEAR PERIOD

Sydney, 21 April 2021 - Communications Alliance has welcomed the ACMA’s publication of telecommunications complaints data for the October – December 2020 quarter, showing a significant decrease in the number of complaints made to telcos over the past two years.

Communications Alliance CEO John Stanton said “the ACMA’s data shows a nearly 25% decrease in complaints from one year ago, and a 40% decrease from the same period two years ago. This reflects the hard work telcos have been putting in to improve customer service, including through the challenges of COVID.”

“Industry strengthened consumer protections with the revised Telecommunications Consumer Protections Code which commenced in August 2019. Additionally, telcos have been working on innovative service offerings and with carriers to increase customer choices and improve the customer experience.”

“While there is always more work to be done, it is pleasing to see that industry’s efforts over the past years have had a positive impact, and we hope to see this trend continue,” concluded Stanton.

Further information:

• The ACMA’s report can be found on their website: Telco complaints-handling performance | ACMA
• The ACMA’s data shows a 24.8% drop in the number of complaints and a 23.5% drop in complaints as a portion of services from December 2019 – December 2020.
• The ACMA’s data shows a 40.3% drop in the number of complaints and a 38.6% drop in complaints as a proportion of services from December 2018 – December 2020.