Issue No 20: 17 August 2022

Telco Industry Hits Record-low Customer Complaint Numbers

The telecommunications industry has achieved new record-low complaint numbers during the sector’s latest reporting period. 

The latest Communications Alliance quarterly Complaints-in-Context Report shows a continuation of the overall downward trend in complaints to the Telecommunications Industry Ombudsman (TIO), with the lowest ever all-participant average complaint rate. 

The latest report, covering the April to June 2022 quarter, shows that, for participating organisations, there was an average of 3.9 complaints per 10,000 services in operation (SIO) – or one complaint to the TIO for every 2,564 services in operation. This result is less than half of some of the results generated in the early years of the scheme. 

The Complaints in Context Report provides meaningful information about complaints recorded against individual providers by the Telecommunications Industry Ombudsman (TIO), by creating an index that allows direct comparison of complaint numbers against individual telcos, regardless of their size. 

Participation in the index is mandatory for the 10 telco providers identified by the TIO as having the largest (absolute) number of phone and internet complaints in the previous financial year, with voluntary participation also welcomed. 

Commenting on the latest results, Communications Alliance CEO, John Stanton, said, 
“The decrease in complaint rates for most participants reflects the hard work by all of industry to improve customer service. Importantly, it also illustrates the effectiveness of the key provision of the Communication Alliance Telecommunications Consumer Protection (TCP) Code. 

“The TCP Code is one of the many telecommunications standards, codes and guidelines in Australia designed to protect telecommunication customers. Created by industry and enforced by the Australian Communications and Media Authority (ACMA), it is designed to ensure good service and fair outcomes for all Consumers of telecommunications services in Australia. 

“The decision in 2019 to make it mandatory for identified telcos to participate in the quarterly complaints-in-context index was driven by a desire to increase transparency and competition in the areas of customer service and complaint handling performance.

“When it began, the average all participant number was rarely below 7. It has consistently been below 5 this year – and this quarter, for the first time, below 4.

“Although the index is not the only driver of improved service provider performance, it’s clear that it helps emphasise the fact that customer service excellence has become a key competitive battleground in the telco sector – to the benefit of consumers.” 

More information about complaints-in-context reporting is available here. The TCP code can be found here. 

Communications Alliance encourages any RSP interested in joining the index to contact it (email: info@commsalliance.com.au).

Public comment open on C525:2022 Handling of Life Threatening and Unwelcome Communications Code

Communications Alliance would like to invite public comments on the:

HANDLING OF LIFE THREATENING AND UNWELCOME COMMUNICATIONS CODE (DR C525:2022). Please refer to the below for further information.

The HANDLING OF LIFE THREATENING AND UNWELCOME COMMUNICATIONS CODE sets out standard procedures for the cooperative handling, including Communications Tracing, by Suppliers and the National Relay Service Provider (NRSP) of communications which traverse the network(s) of one or more Suppliers and are connected with Life Threatening Communications or a Pattern or Specified Number of Unwelcome Communications.

Changes made include:

    
• Updated versioning of some reference documents;
    
• Additional clarity relating to the handling of personal information;
    
• Definition of CLI Spoofing;
    
• Clarity on the information sharing process for a pattern of unwelcome communications if an offender has moved suppliers; and
    
• Updated language in the warning letter templates.

All submissions received will be made publicly available on the Communications Alliance website unless the submitter requests otherwise.

You can use the Submit Comments form to submit your comments via email or go to the Contact Us webpage to obtain other contact methods such as by post or fax.

THE PUBLIC COMMENT PERIOD FOR THE DRAFT CLOSED AT 5:00 P.M. (AEST) ON FRIDAY 9 SEPTEMBER 2022

A minor change was also made to the INDUSTRY GUIDANCE NOTE (IGN 010) HANDLING OF LIFE THREATENING AND UNWELCOME COMMUNICATIONS which can be found here. This change was made to ensure consistency with the definition of CLI Spoofing added to the Code.

Standards Australia Celebrates 100th Birthday

In October 2022, Standards Australia will celebrate its 100th birthday. 

The company’s legacy would not be possible without all the individuals who contribute to the organisation, including those directly involved with the development of standards. 

Australian Standards are voluntary documents (unless called upon in legislation) that specify minimum requirements to ensure products or services are fit for purpose. Standards Australia facilitates the development of standards used across 13 industries, including lighting. 

“We are in a unique position as the stewards of such a long and great legacy and I am honoured with this responsibility and take it very seriously,” said Adrian O’Connell, Chief Executive Officer of Standards Australia. 

Throughout the year, Standards Australia be celebrating the centenary in several ways: 

Standards Heroes – each month Standards Australia will be recognising key individuals throughout our history who have gone above and beyond for standards. If you would like to nominate an individual as a Standards Hero, please email marketing@standards.org.au. 

Events – there is a full event program throughout the year, including a series of webinars, folloed by a very special partnership to be announced at a later date. Further information on the centenary celebrations can be seen on the Standards Australia website.  

Current Consultations

Below is a list of currently open telecommunications-relatedconsultations being conducted by Government and other organisations thatprovide an opportunity for you to have your say.

Communications Alliance members interested in contributing to anindustry submission (if one is being developed in response to a specificconsultation) should contactus.