There’s nothing more reassuring to telco service providers than having a low record of service complaints. And according to the Australian Telecommunications Industry Ombudsman (TIO), that’s what’s happening.
The industry ombudsman has released a report jointly published with the Communications Alliance, named the Telecommunications Complaints in Context, which indicated that telco complaints as a proportion of providers’ services have decreased for the fourth quarter in a row. This finding is for the period between October and December 2014.
It was recorded that TIO complaints per 10,000 services in operation (SIO) stood at an average of 6.6 for that duration across all participants – namely Amaysim, iiNet, Optus, Telstra and Vodafone. This was a 4.5 per cent drop from the previous quarter, which had 6.9 complaints per 10,000 SIO.
This figure is also 13 per cent less than the October to December 2013 duration, when all participants recorded 7.6 complaints per 10,000 SIO.
Individually though, the five participating service providers tabulated variations in their results. Vodafone saw the biggest decrease in complaints per 10,000 SIO (from 12.2 to 10.5 between October and December 2014 and the quarter before).
Telstra’s decreased from 6.8 to 6.4 during that timeframe, while iiNet’s lowered from 5.7 to 5.6. However, Optus showed the sharpest spike in complaints between October to December 2014 and the previous quarter, indicating a rise from 4.6 complaints per 10,000 SIO to 5.4 complaints per 10,000 SIO.
Amaysim’s results were fairly stagnant, showing a slight increase in complaints per 10,000 SIO – it inched from 1.4 to 1.5 between the quarters.
But on the overall, TIO and Communications Alliance have welcomed the decrease in complaints, since it stands at an eight-year low and is part of a three-year decline.
“The decrease in the industry-wide ratio of complaints in context during the calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers,” Communications Alliance CEO, John Stanton, claimed.