Displaying items by tag: Telecommunications Industry Ombudsman TIO

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.

Published in Telecoms & NBN

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.

Published in Telecoms & NBN
Wednesday, 10 June 2020 03:35

Drop in consumer complaints about telcos

Complaints about telco services by telecommunications consumers dropped nearly 14% in the three months of the January to March quarter this year, compared to the same quarter last year, according to the latest report from telecommunications lobby group Communications Alliance.

Residential consumers and small businesses made 32,441 complaints about phone and Internet services to the Telecommunications Industry Ombudsman (TIO) over three months between January to March this year - with a massive 70% of the complaints coming from users not having a working phone or Internet service.

Published in Telecoms & NBN

Phone and Internet complaints by Australian consumers and small businesses declined in the final quarter of 2019, but there’s been a steady 1% increase in complaints when comparing July to December 2019 against the same period in the previous year.

Published in Telecoms & NBN

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.

Vodafone has trumpeted a 22% decline in the rate of consumer complaints between the December and March quarters – and a complaints ratio for the March quarter more than 50% lower than the industry average.

Published in Telecoms & NBN
Thursday, 11 May 2017 03:16

ACCAN slams defensive NBN Co over complaints

The Australian Communications Consumer Action Network (ACCAN) has reacted with a barrage of criticism over a significant increase in complaints about services delivered by the National Broadband Network.

Published in Telecoms & NBN

Complaints about services delivered over the NBN have blown out significantly. The Telecommunications Industry Ombudsman reports an increase of 117.5% in NBN-related complaints for the six months to the end of December 2016 compared to the corresponding period in 2015.

Published in Telecoms & NBN

There were 2775 complaints and inquiries about telecommunications services to the ACCC in the 2015-2016 financial year, a rise of 9% over the previous year, with complaints about the NBN up 145%.

Published in Telecoms & NBN

A public consultation process has opened to receive input from the telecommunications industry on proposed changes to international mobile roaming standards.

Published in Mobility

Vodafone added 135,000 new customers in 2015 to bring the total number of its network users in Australia to 5.4375 million.

Published in Telecoms & NBN

Complaints about telco phone services have hit a nine year low, dropping by 9.4% in the three months to the end of last December, but the news is not so good for Internet services.

Published in Telecoms & NBN
Tuesday, 15 December 2015 11:24

Slow data speeds the main gripe for Internet users

Slow data speeds topped the list of complaints by Internet users to the Telecommunications Industry Ombudsman (TIO) in the July to September quarter this year.

Published in Telecoms & NBN
Friday, 09 October 2015 10:27

Thousands hit the complaints lines to telcos

Consumer complaints about problems with their phone and Internet services soared to 124,000 in the 12 months of the 2014-2015 financial year as telcos grapple with maintaining service levels under the strict regime of the Telecommunications Consumer Protections (TCP) code.

Published in Telecoms & NBN

There has been a strong level of compliance by telcos with the Telecommunications Consumer Protections (TCP) Code in the three years since its introduction.

Published in Telecoms & NBN

Fewer telco and Internet consumers are experiencing problems with their services, but despite the good news it seems that some customers might be reluctant, or just simply don’t bother, to exercise their right to complain.

Published in Telecoms & NBN

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