Telstra and Optus top latest telco complaints tally

Telstra and Optus top latest telco complaints tally

Complaints continue to rise

Australia’s two largest telcos have topped the latest quarterly complaints tally by the Telecommunications Industry Ombudsman (TIO) and the Communications Alliance.

According to the TIO’s Complaints in Context report for the three months ending June, Telstra and Optus came close to tying in the top two spots, with Telstra being the subject of 10 complaints per 10,000 services in operation (SIOs) to the TIO.

Likewise, Optus was the subject of 10.1 complaints per 10,000 SIOs to the TIO. Coming in at a relatively distant third place was Vodafone, which was named in 4.5 complaints per 10,000 SIOs to the TIO.

Also listed in the latest tally were Amaysim, which accounted for one complaint per 10,000 SIOs to the TIO and Pivotel with just 0.3 complaints per 10,000 SIOs.

While Pivotel’s complaints numbers dropped from above one per 10,000 SIOs in the previous quarter, those of Optus, Telstra, Vodafone and Amaysim rose in the latest quarter, when compared to the quarter immediately preceding it.

In that quarter, ending March, Telstra and Optus tied for the top spot, with each company being the subject of 9.3 new complaints per 10,000 SIOs.

(TIO/Communications Alliance)
(TIO/Communications Alliance)

It should be noted that the complaints figures are calculated by dividing participating telcos’ new complaints to the TIO by their total services in operation.

Overall, the TIO received nine complaints per 10,000 SIOs.

The latest figures come roughly three months TIO’s latest six-monthly update, released on 11 May.

The six-monthly tally revealed that complaints by Australians about their telecommunications services rose by more than a third in the six months ending December 2016, compared to the same period the year prior.

The complaints were recorded against 324 phone and internet providers in Australia.

In the internet services segment, there was a 6.8 per cent increase in complaints about services delivered over the National Broadband Network (NBN) compared to the preceding six months.

Compared to the same period the previous year, the increase represented a whopping 117.5 per cent.

However, the TIO stressed at the time that the rate of increase in these complaints is slower than the rate of increase in the number of new premises connected to the NBN.

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Tags NBNVodafoneTelstraoptus


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