Complaints increase for Vodafone, amaysim and Pivotel

Complaints increase for Vodafone, amaysim and Pivotel

Only Telstra and Optus show managed complaints per services in operation according to ombudsman


Vodafone, amaysim, and Pivotel look like chumps in the Telecommunications Industry Ombudsman’s (TIO) latest assessment of complaints per services in operation (SIO).

The SIO data is based on a snapshot of active telecommunications services taken at the end of the second month of the quarter for each participating service provider.

It includes all residential consumers and all small business customers covered by the Telecommunications Consumer Protection (TCP) Code and excludes inactive, suspended and cancelled services.

For the duration of July to September this year, all three companies showed an increasing rate of complaints per 10,000 SIO.

Vodafone’s result of 6.2 per cent was a stark difference from its April to June rate, which was recorded at 3.8 per cent. Vodafone’s record was at 4.1 per cent the same time last year.

The company has been recording fluctuating SIO rates. Its current rate is almost similar to what it recorded in April to June 2015 – 6.3 per cent. In the interim quarters, it varied between 3.5 per cent and 4.1 per cent.

As compared to Vodafone, amaysim and Pivotel showed minimal increases, with amaysim moving up 0.3 per cent – 0.8 per cent for the April to June timeframe versus 1.1 per cent for the July to September timeframe.

Pivotel inched up from one per cent in April to June to 1.3 per cent for July to September.

But SIO rates for Telstra and Optus looked more promising.

Telstra recorded rates of six per cent this quarter, down 0.8 per cent from the April to June quarter, while Optus went from 7.7 per cent in the April to June quarter to 7.2 per cent this quarter.

Overall, telco complaints to the ombudsman as a proportion of services dropped 3.1 per cent in the July to September quarter to 6.2 complaints per 10,000 SIO.

This represents a 16.4 per cent increase on the 5.5 complaints per 10,000 SIO during the same period in 2015. The quarterly figure is 22 per cent lower than when reporting began in 2013.

The TIO said the July to September reduction was driven by improvements in the number of complaints per SIO for both Telstra and Optus.

In comparison, Vodafone's result of 6.2 per cent matched the average result across all participants.

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Tags VodafoneTelstraTelecommunicationsoptustioPivotelamaysim


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