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%.
“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.