COMPLAINTS IN CONTEXT REPORT AND CUSTOMER SATISFACTION SURVEYS SHOW NEED FOR CONTINUED EFFORTS

Sydney, 20 April 2018 - Complaints to the Telecommunications Industry Ombudsman as a proportion of services in operation (SIO) for participating service providers increased to 9.3 complaints per 10,000 services for the period January to March 2018. This is higher than the previous quarter at 8.7.

Communications Alliance CEO, John Stanton, said “This result highlights that our industry is still struggling with the disruptions caused by the rollout of the NBN and the transformation of communications delivery platforms. Though the numbers are very disappointing, we are continuing our work on customer-centric initiatives with Government, regulators and consumer representatives to improve the overall customer experience.”

Complaints in Context is a quarterly report published by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman. The report for January to March 2018 can be found on the Communications Alliance website.

The last two waves of the quarterly survey carried out for Communications Alliance by Roy Morgan Research on customers’ satisfaction with certain aspects of their communications services contain mixed results but also point to an increased dissatisfaction with complaint handling performance. The most recent report can be accessed here, and the prior report can be accessed here.