Tuesday, 28 June 2022 11:57

Communications Alliance report: Complaint ratio increased but still 30% lower compared to last year

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Although there is a slight rise in the overall complaint ratio compared to the previous quarter, it is still 30% lower than the result for the same quarter last year, according to the Complaints in Context report for January – March 2022 quarter released by Communications Alliance.

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.

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Kenn Anthony Mendoza

Kenn Anthony Mendoza is the newest member of the iTWire team. Kenn is also a contributing writer for South China Morning Post Style, and has written stories on Korean entertainment, Asian and European royalty, Millionaires and Billionaires, and LGBTQIA+ issues. He has been published in Philippine newspapers, magazines, and online sites: Tatler PhilippinesManila BulletinCNN Philippines LifePhilippine StarManila Times, and The Daily Tribune. Kenn now covers all aspects of technology news for iTWire.com.

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