Number of telco complaints plunge further: TIO

Number of telco complaints plunge further: TIO

Says the continuing improvement among these service providers is good news for consumers


There has been a 13 per cent dip in complaints as a proportion of telcos’ services in operation (SIO) in the December quarter 2015.

This was 27 per cent lower as compared to the same time in the previous year, according to the most recent quarterly telecommunications Complaints in Context report, jointly published by Communication Alliance and the Telecommunications Industry Ombudsman (TIO).

The total complaints per 10,000 SIO for all participating telcos was 4.8, a decrease of 12.7 per cent compared to July-September 2015 and the report showed individually, all participants improving their complaints performance when compared to the previous quarter.

Telstra and Vodafone recorded their best results since September 2013, with 4.8 and 3.5 complaints per 10,000 SIO respectively.

However, Optus was the most complained about telco even though it achieved its best result in the fourth quarter. It received 5.9 complaints per 10,000 SIO between October and December 2015, although the same period in the previous year saw a lower 5.4 complaints per 10,000 SIO.

Communications Alliance chief executive, John Stanton, said the results underlined a sustained improvement in customer service performance among the participating companies, consistent with the significant industry-wide reductions in complaints to the TIO during the past three years.

Telecommunication industry acting ombudsman, Diane Carmody, said, “the continuing improvement among these service providers is good news for consumers".

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Tags VodafoneTelstraTelcooptustioCommunications AllianceJohn StantonDiane CarmodySIO


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