It's reportedly only a "small decrease" in complaint rates, but at least complaints are down, and not up.
Consumer complaints to Australia’s telcos increased by 7.8 complaints per 10,000 Services- in Operation (SIOs) for three months of the July-September 2020 quarter, an increase over the previous quarter’s ratio of 7.4.
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.
The Communications Alliance has released its "first expanded Complaints in Context report, showing that for participating service providers in July to September of this year, there were 6.8 complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO)".
Consumer complaints to Australia’s telcos have fallen by 12% in the three months between April and June this year – the lowest rate for the quarter since 2016.
There has been a year-on-year reduction in the ratio of telecommunications consumer complaints in the first three months of 2019, compared to the corresponding three-month period in 2018.
Complaints about services delivered by Australia’s biggest telcos Telstra, Optus and Vodafone continued to fall over the three months to the end of September, according to the latest Complaints in Context report from the Communications Alliance.
The Labor Party has welcomed the scope of expansion of the Complaints in Context reporting process for the telecommunications industry, describing the proposed changes as a sensible and pragmatic measure.
Rising from 8.4 in the first quarter of calendar 2017 to 9.0 per 10,000 in the second quarter, telco complaints are up.
Customer complaints to telcos increased by over 3% in the three months from April to the end of June this year, with Vodafone the best performing of the three major telcos to once again record the lowest number of complaints per 10,000 services in operation.
Long plagued by consumer complaints about services the telecommunications industry seems to steadily pulling itself out of the morass, with the Industry Ombudsman, the TIO, reporting a significant drop in telco complaints.
In the July to September 2015 quarter, the TIO’s ‘Complaints in Context’ report shows complaints as a proportion of telco’s services in operation ‘dropped a further 15%’.
Dud Swans? Wasn’t Swan one of your colleagues once?
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