COMPLAINT NUMBERS TURN THE CORNER - DATA SHOWS REFORMS ARE WORKING

Sydney, 17 October 2018:  New complaint statistics contained in the TIO’s 2017/18 Annual Report demonstrate that recent industry, government and regulatory initiatives are improving outcomes for individual and small business telco consumers.

The TIO Annual Report shows that complaints dropped by 17.8 per cent in the final quarter of 2017/18 - demonstrating that changes, including new industry initiatives, the ACCC’s Broadband Speeds Guidance, and the Minister’s CEO Forum, are increasingly resolving consumer issues before they feel the need to seek relief via the TIO.

Communications Alliance CEO, John Stanton said that while the data shows a consistent improvement in complaint volumes since February 2018, the telco industry continues to look at ways it can improve consumer outcomes.

“Recent industry, government and regulatory improvements are starting to deliver a dividend for consumers. These measures, which are either the initiative of or supported by industry, demonstrate how seriously telcos are taking the need to improve consumer outcomes and drive down complaint numbers.

“These positive results continue to demonstrate the efficacy of co-regulation. The ability to respond agilely to changing technologies and market conditions, such as through Communications Alliance’s publication of key Codes and Guidelines to assist with NBN migration, initiatives by individual service providers and nbn, in combination with recent policy and regulatory changes provides better outcomes for consumers.

“The strengthening of the enforceable Telecommunications Consumer Protections (TCP) Code – which is currently underway – will continue to improve service provision for telecommunications consumers.

“We expect that the Communications Alliance’s upcoming Complaints in Context Report will shed further light on the performance of the industry” Mr Stanton concluded.