Awareness of the Telecommunications Industry Ombudsman (TIO) has increased by almost 60 per cent over the past four years, according to a study by the telco body.
The study, which surveyed 1000 consumers in late 2012, found that 57 per cent of respondents were aware of the TIO, as compared to 36 per cent in 2008.
Ombudsman, Simon Cohen, stressed the importance of consumers knowing about the TIO if they are to use its services.
“Increased awareness of the TIO improves our effectiveness and makes TIO services available to more Australians,” he said.
He also said that there has been a 1.4 per cent increase in new complaints to the TIO between October and December 2012, as compared to the previous quarter – in all 38,287 new complaints were received. When compared to the same time in 2011, new complaints decreased 20.3 per cent. Complaints about billing, customer service, complaint handling, credit management and contracts have all substantially decreased over the last year, Cohen said.
“It is positive to see substantially fewer new complaints than 12 months ago. Fewer customer service and billing issues in particular suggest consumers have found it easier to resolve common telco complaints during 2012,” he said.