Issue No 21: 16 August 2021
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Decreasing Rates of Telco Complaints Continue in Latest Complaints in Context Report
Communications Alliance has published its Complaints in Context report for the April - June 2021 quarter, showing a sustained decrease in complaint rates for the participating providers.
The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO) for participating service providers for each quarter. This index allows comparison of the customer service and complaint handing performance of providers, regardless of their size.
For all participating service providers, there were 5.3 complaints per 10,000 SIOs, a decrease from the 6.9 and 7.0 ratios for the prior two quarters, and almost all participants achieved a decrease in complaint rates.
Communications Alliance CEO John Stanton said: “It is very encouraging that the industry continues to improve customer service and drive down complaint volumes in a pandemic environment where networks and the customers who rely on them are having to cope with unusual stresses.”
“Providers are still working to keep Australians connected throughout lockdowns, and we strongly encourage anyone with worries about paying their bills to contact their telco and ask about Financial Hardship assistance.”
The industry-driven report is published by Communications Alliance, using complaints data provided by the TIO and SIO data supplied by participating providers. Per the Telecommunications Consumer Protections (TCP) Code, participants are updated annually to reflect the top 10 complaint recipients in the most recent TIO Annual Report, in addition to voluntary participants.
Communications Alliance encourages any RSP interested in joining the index to contact them.
Current Consultations
Below is a list of currently open telecommunications-related consultations being conducted by Government and other organisations that provide an opportunity for you to have your say.
Communications Alliance members interested in contributing to an industry submission (if one is being developed in response to a specific consultation) should contact us.
| Consultation | Organisation | Closing Date |
| Basic Online Safety Expectations Draft Determination | DITRDC | 15/10/2021 |
| Regional Telecommunications Review | RTIRC | 30/09/2021 |
| Strengthening Cyber Security Regulations Incentives | Department of Home Affairs | 27/09/2021 |
| Restricted Access System | eSafety Commissioner | 12/09/2021 |
| Age verification call for evidence | eSafety Commissioner | 10/09/2021 |
| Wholesale ADSL Service Declaration Inquiry | ACCC | 10/09/2021 |
| Consumer Vulnerability: Expectations for the Telco Industry | ACMA | 08/09/2021 |
| Peri-Urban Mobility Program Draft Funding Guidelines | DITRDC | 27/08/2021 |
| Incorporating a new ARPANSA protection standard into regulatory arrangements | ACMA | 23/08/2021 |
| Inquiry into Law Enforcement Agencies Tackling Child Exploitation | PJCLE | 20/08/2021 |
| auDA 2021-25 Proposed Strategy | auDA | 19/08/2021 |
| CDR Strategic Assessment Consultation Paper CDR Sectoral Assessment Telecommunications Consultation Paper | Treasury | 19/08/2021 |
Feedback | Contact Tel: (61) 2 9959 9111 |