COMMUNICATIONS ALLIANCE PUBLISHES MOST RECENT COMPLAINTS IN CONTEXT REPORT

Sydney, 20 November 2020 - Communications Alliance has released the most recent Complaints in Context report.

Communications Alliance today released its Complaints in Context report for the July - September 2020 quarter.

The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO) for participating service providers for each quarter. It allows comparison of the customer service and complaint handing performance of providers, regardless of their size.

For all participating service providers, there were 7.8 complaints per 10,000 SIOs, an increase over the previous quarter’s ratio of 7.4.

Communications Alliance CEO John Stanton said: “While the increase in complaints is disappointing, Industry continues to work on improving customer experience and is looking at how we can learn from the results of this last quarter.”

Stanton also used the publication as an opportunity to remind Australians about Financial Hardship options offered by telcos. “We understand that the pandemic continues to have impacts on many Australians. Financial hardship assistance is always available to any customer who needs it. We encourage you to check your provider’s website to see what is available and don’t hesitate to let your provider know if you are having any challenges with your bills.”

The industry-driven report is published by Communications Alliance, using complaints data provided by the TIO and SIO data supplied by participating providers. Per the Telecommunications Consumer Protections (TCP) Code, the participants will be updated for the next report on the Oct – Dec quarter, to be published in January, to reflect the top 10 complaint recipients in the most recent TIO Annual Report.