Covering activity during the January-March quarter, 2022, the latest report showed across all participating service providers, there were 4.8 complaints to the industry ombudsman for every 10,000 services in operation (SIOs).
Commenting on the figures, Communications Alliance CEO John Stanton says during the period, one in every 2,083 services in operation included in the index generated a complaint to the TIO.
“The latest figures may reflect, in part, a seasonal effect, as the first three months of the calendar year often see slightly higher numbers than other quarters. I suspect also that service disruptions caused by severe flooding in eastern Australia have had some impact.”
The report analyses complaints received by Telecommunications Industry Ombudsman per 10,000 SIOs. It creates an index to view the comparison of customer service and complaint-handling performance of providers, regardless of their size.
The report analyses complaints data provided by the TIO and SIO data supplied by participating providers.
Per the Telecommunications Consumer Protections (TCP) Code, the participants are updated in the Oct-Dec quarter each year to reflect the top 10 complaint recipients in the most recent TIO Annual Report, in addition to voluntary participants.
This first appeared in the subscription newsletter CommsWire on 27 June 2022.