Solving problems with telcos still time-consuming: TIO

Solving problems with telcos still time-consuming: TIO

Repeated contacts, lack of solutions, and broken promises add to customers’ frustration with telcos

Repeated and time-consuming contacts are two of the top complaints consumers have with telecommunication service providers, according to the Telecommunications Industry Ombudsman (TIO).

The TIO’s recent research paper, Resilient Consumers, surveyed more than 500 consumers who lodged complaints with the TIO between July and August 2010, and found that 55 per cent contacted their service providers five or more times before ringing the TIO.

Additionally, 54 per cent said they raised the matter with their service provider at least a month before contacting the TIO.

“Consumers who come to the TIO report spending substantial time and effort solving their complaints,” Ombudsman, Simon Cohen, said.

“They report being transferred from department to department, not being transferred to supervisors and, perhaps most frustratingly, getting no solution or a broken promise for their efforts.”

With complains about no solutions offered by the service provider (39 per cent) and promises to resolve the complaint not being kept (39 per cent) being among the highest, it comes as no surprise that service complaints for telcos such as Vodafone have soared to 96 per cent.

The other major finding of the report was 60 per cent of consumers spending three or more hours trying to solve their complaint before approaching the TIO, with 20 per cent spending more than nine hours dealing with their complaint.

On the positive side, the report found that about 90 per cent of complaints lodged with the TIO were soon resolved once referred to the right contact within the service providers.

Recently, customer relationship management (CRM) vendor, RightNow, found that criticised telcos and ISPs are working hard to win back customers.

Read more: Two-year-old Australian startup, MyWave, launches in the US

To read the full Resilient Consumers report, go to:

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Tags TelecommunicationsTelecommunications Industry Ombudsman (TIO)RightNowcustomer relationship management (CRM)

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