Telco complaints hit five-year low

Telco complaints hit five-year low

TIO records 16 per cent drop in complaints compared to the previous quarter

The Telecommunications Industry Ombudsman (TIO) has reported it recorded a total of 35,756 new complaints from July to September, marking a 16 per cent decrease from the last quarter.

According to the December issue of ‘TIO Talks’, it has been almost six years since so few complaints were received in a quarter, and continues the trend in decreasing complaint numbers as outlined in the TIO’s Annual Report.

Complaints about mobile services dropped below 20,000 for the first time in more than three years with a total of 19,176 recorded, symbolising a 19.9 per cent decrease. Issues regarding coverage – the most common mobile user complaint – decreased 41 per cent to 4,068.

The TIO said it also received fewer landline and Internet services complaints. The former decreased 9.2 per cent to 8,478, with the latter recording a 12.6 per cent drop to 7,690.

Victoria, South Australia, ACT and New South Wales were the states with most complaints per capita. The TIO recorded 1.8 complaints per 1000 Victorians, 1.7 per 1000 South Australians, and 1.6 per 1000 ACT and NSW residents.

TIO Talks indicates consumers who make a complaint to the TIO generally have concerns about customer service and complaint handling, although these are secondary to the main problem they could not resolve with a telecommunications provider.

In the top postcodes per state, mobile coverage was the most commonly reported issue, followed by disputed bills, excess data charges, and poor contract information.

Docklands (Victoria), Parramatta (NSW) and Bass Hill (NSW) led per capita complaints in the postcode category, recording 5.1, 4.7, and 4.5 per 1000 residents, respectively. While the Victorian suburb’s top issue was excess data charges, the NSW locations most frequently faced coverage concerns.

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Tags VodafoneTelstraTelcooptustioTelecommunications Industry Ombudsman

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