Wednesday, 25 September 2019 01:59

Communications Alliance wants more done to address telecoms customer issues Featured

By
John Stanton, Communications Alliance CEO John Stanton, Communications Alliance CEO

Telecommunications lobby group Communications Alliance has called for a redoubling of efforts by service providers and the Telecoms Industry Ombudsman on addressing unresolved telecoms customer issues.

While welcoming a decrease in complaints about telecoms providers in every State, Communications Alliance CEO John Stanton said the TIO report highlights the growth of complex complaints, “which leave some customers with issues unresolved for too long, pointing to the need for redoubled effort by service providers and the Ombudsman”.

As reported by iTWire, Stanton’s comments follow the release of the TIO 2018-19 annual report which revealed a continuation of the overall downward trend in complaints across the telecoms industry, with both phone and internet complaints down.

The TIO reported that residential consumers and small businesses made a total of 132,387 complaints for the year – a decrease of 21.1%.

“A stronger and improved Telecommunications Consumer Protections (TCP) industry Code came into effect on 1 August and we believe this will also contribute to ongoing improvement in complaint volumes,” Stanton said.

“We are pleased to see that complaints decreased in every state, and for all of the providers listed in the report.

“There has been significant work over the past two years by Industry to improve the customer experience, including – but certainly not limited to - NBN Co and RSPs achieving better communication and coordination for consumers and businesses as they migrate services to NBN-based networks.”

Stanton said the commencement of the ACMA’s consumer experience rules in July 2018, and the TIO’s ongoing work with service providers, also contributed to the improvement seen in the report.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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