Issue No 28: 18 November 2022

Telco Industry Hits Record-low Customer Complaint Numbers

Complaints to the Telecommunications Industry Ombudsman (TIO) have declined for the third consecutive quarter, with the average number of complaints per service falling to a record low in the July-September quarter.

The latest Communications Alliance Complaints-in-Context Report shows that, for participating organisations, there was an average of 3.6 complaints per 10,000 services in operation (SIO) – or one complaint to the TIO for every 2,778 services in operation. 

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, “It is pleasing to witness telcos actively competing on customer service performance and to see complaint numbers continue their long-term downward trend.

“When it became mandatory in 2019, for identified telcos to participate in the quarterly complaints index, through our Telecommunications Consumer Protection (TCP) Code, industry’s objective was to drive competition in this space by increasing transparency. 

“Although the index is not the only driver of improved service provider performance and there is, of course, always room for improvement, we are delighted that this TCP Code provision appears to be driving improved customer service, as intended.” 

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).

Submission on Security of Critical Infrastructure (Critical infrastructure risk management program) Rules

Communications Alliance is preparing a submission to the exposure draft legislation for the Security of Critical Infrastructure (Critical infrastructure risk management program) Rules (LIN 22/018) 2022.

The draft legislation is a disallowable instrument under the Security of Critical Infrastructure Act 2018 (the SOCI Act) and requires responsible entities (the owner or operator of a critical infrastructure asset) to develop a Risk Management Plan and have this signed off by their board, council or other governing body. The Rules require responsible entities to consider the material risks to their critical assets, and cover a number of critical assets, including critical domain name systems and critical data storage or processing assets. 

New Member

Communications Alliance is pleased to welcome the following new member:

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.