Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe, are some of the challenges facing telcos when resolving phone and Internet problems, according to a report by the Telecommunications Industry Ombudsman.
Complaints about phone and Internet services by small businesses have grown overall for the third consecutive quarter, with residential consumers and small businesses lodging 34,476 complaints in the three months between July and September — an increase of 3.4% on the previous quarter — and the third consecutive quarter of incremental growth in overall complaints.
Complaints about phone and Internet services decreased 4% in the last financial year ending 30 June 2020, but despite the drop residential consumers and small businesses still made 127,151 complaints to the Telecommunications Industry Ombudsman over the 12-months, according to the TIO’s 2019-20 annual report.
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