TELCO CUSTOMER COMPLAINT NUMBERS REMAIN AT RECORD LOW RATE
Sydney, 13 February 2023: Australia’s telcos have maintained record-low complaint rates according to the latest Complaints-in-Context Report, released today by Communications Alliance.
The report reveals that, for the third consecutive quarter, there were fewer than 4 complaints per 10,000 services in operation (SIO), with the October to December 2022 quarter average sitting at just 3.8 – or one complaint for every 2,632 SIO.
The Complaints in Context Report provides meaningful information about complaints recorded against individual providers by the Telecommunications Industry Ombudsman (TIO), by creating an index that allows direct comparison of complaint numbers against individual telcos, regardless of their size.
Participation in the index is mandatory for the 10 telco providers identified by the TIO as having the largest (absolute) number of phone and internet complaints in the previous financial year, with voluntary participation also welcomed. The most recent results are not directly comparable with previous quarters because the participating service providers have changed to reflect data in the latest TIO Annual Report.
Commenting on the results, Communications Alliance CEO, John Stanton, said,“It is pleasing to see telcos actively competing on customer service performance and for complaint numbers to be so clearly reflecting this sustained effort.
“When, in 2019, our Telecommunications Consumer Protection (TCP) Code introduced mandatory participation in this index for identified telcos, the industry’s objective was to drive competition in this space by increasing transparency.
“Although the index is not the only driver of improved service provider performance and there is, of course, always room for improvement, we are delighted that this TCP Code provision appears to be driving improved customer service, as intended.”
More information about complaints-in-context reporting is available here. The TCP code can be found here.
Communications Alliance encourages any RSP interested in joining the index to contact it (email: info@commsalliance.com.au).
ABOUT COMMUNICATIONS ALLIANCE
Communications Alliance is the primary communications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, platform providers, equipment vendors, IT companies, consultants and business groups.
Its vision is to be the most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society.
The prime mission of Communications Alliance is to create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour. For more details about Communications Alliance, see www.commsalliance.com.au.
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Sefiani
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