No 14: 6 August 2024

Telco Customer Complaint Numbers Near Record-Low

Complaint numbers for Australia’s telcos have continued their year-on-year decline, according to the latest Communications Alliance Complaints-in-Context Report.

The latest data shows there were 2.7 TIO complaints per 10,000 services in operation (SIO) on the networks of participating communications providers in the April to June 2024 quarter.

This means that there was one complaint for every 3,704 services in operation.

The result was down from 3.1 complaints per 10,000 SIO in the previous quarter.

Under co-regulatory arrangements in the Telecommunications Consumer Protections (TCP) Code, participation in Complaints-in-Context reporting is mandatory for the 10 telco providers identified by the Telecommunications Industry Ombudsman (TIO) as having the largest (absolute) number of phone and internet complaints in the previous financial year. Telcos are also able to participate voluntarily.

Commenting on the results, Communications Alliance CEO, John Stanton, said:

“These numbers represent further improvements in consumer outcomes and continuing evidence of the industry’s commitment to service quality and customer care.

The Telecommunications Industry Ombudsman (TIO) data, which it publishes each quarter, have shown a consistent decline, year-by-year, in complaints received about telecommunications services.

“Our Complaints-in-Context report provides context for these data, allowing comparison of the customer service and complaint handing performance of different service providers, regardless of their size, by providing a ratio of complaints to services in operation.

“It was introduced to make complaint numbers more transparent and meaningful, and to create an additional driver of competition in the area of customer service.”

More information about complaints-in-context reporting is available here. The current TCP Code can be found here. Details of the review and revision process currently underway to update the Code, are available here.

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

Planning the Use of Radiocommunications Spectrum

In continuing its review of the 6 GHz spectrum band, the ACMA recently consulted on potential new uses for the upper part of this band (6425–7125 MHz) and whether the band should support Radio Local Area Network (RLANs) or wide-area wireless broadband (WA WBB) services. The Communications Alliance Satellite Services Working Group (SSWG) provided a submission to the ACMA outlining the importance to protect current and emerging satellite services extensively used by the Australian community in this band, whichever path the ACMA goes down.

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.

Communications Alliance members interested in contributing to an industry submission (if one is being developed in response to a specific consultation) should contact us.