Issue No 3: 13 February 2023
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Telco Customer Complaint Numbers Remain at Record Low Rate
Australia’s telcos have maintained record-low complaint rates according to the latest Complaints-in-Context Report, released today by Communications Alliance.
The report reveals that, for the third consecutive quarter, there were fewer than 4 complaints per 10,000 services in operation (SIO), with the October to December 2022 quarter average sitting at just 3.8 – or one complaint for every 2,632 SIO.
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. The most recent results are not directly comparable with previous quarters because the participating service providers have changed to reflect data in the latest TIO Annual Report.
Commenting on the results, Communications Alliance CEO, John Stanton, said, “It is pleasing to see telcos actively competing on customer service performance and for complaint numbers to be so clearly reflecting this sustained effort.
“When, in 2019, our Telecommunications Consumer Protection (TCP) Code introduced mandatory participation in this index for identified telcos, the 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).
New Members
Communications Alliance is pleased to welcome the following new members:
AT&Thttps://www.corp.att.com/worldwide/att-you-australia/
| AT&T operations in Australia began in 1992. Today, we have positioned ourselves as a leading global premier integrated solution providers for other multinational enterprises in the country. Our offices reside in Sydney and Melbourne but we are present in every other major city across the country with many engagements in multiple industry verticals. Our capabilities inside the country spans from Network, Cloud, Hosting, Internet of Things, Security, Unified Communications, Applications as well as Service Management. AT&T provides local account management, innovative design and operational support to both Australian headquartered organizations as well as to Australian branches of global customers. AT&T should be the first port of call for any business or organization looking to mobilize its people, assets or information across Australia and beyond. |
Meshed
| Meshed is an Australian-based Internet of Things integrator delivering expert IoT solutions across Australasia. With a wide array of LoRaWAN solutions, our company has quickly become a preferred provider amongst Australian municipalities and corporate organisations. We are a pre-approved supplier for
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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.
Consultation Alternate Standards Development Models | Organisation/Closing Date Standards Australia -15/03/2023 Treasury - 15/02/2023 |
Feedback | Contact Tel: (61) 2 9959 9111 |