COMPLAINTS TO THE TIO FALL BY MORE THAN 20%

Sydney, 25 September 2019: Communications Alliance welcomes today’s Telecommunications Industry Ombudsman (TIO) annual report, showing that complaints decreased by 21.1% compared to last year.

“We are pleased to see that complaints decreased in every state, and for all of the providers listed in the report,” said John Stanton, CEO Communications Alliance.

“There has been significant work over the past two years by Industry to improve the customer experience, including – but certainly not limited to – nbn co and RSPs achieving better communication and coordination for consumers and businesses as they migrate services to nbn-based networks.

“The commencement of the ACMA’s consumer experience rules in July 2018, and the TIO’s ongoing work with service providers, also contributed to the improvement seen in the report.

“The TIO report highlights the growth of complex complaints, which leave some customers with issues unresolved for too long; pointing to the need for redoubled effort by service providers and the Ombudsman.

“A stronger and improved Telecommunications Consumer Protections (TCP) industry Code came into effect on 1 August and we believe this will also contribute to ongoing improvement in complaint volumes.

The TCP Code is an Industry Code, created by Communications Alliance and stakeholders representing consumers, Government and industry. It is enforced by the regulator, and thus provides mandatory protections for all consumers.

“In addition, the first expanded Complaints in Context report will be published by Communications Alliance at the beginning of November, showing directly comparable customer service performance results for the majority of the telco market in the most recent quarter.”

The Complaints in Context report will now include results for the top 10 TIO complaint recipients. It is published on a quarterly basis.