Displaying items by tag: complaint handling

Quarter 1 data released by the Telecommunications Industry Ombudsman (TIO) has revealed that nearly a third of complaints made by telco consumers to the TIO came back unresolved between July and September of 2024.

New research by ServiceNow reveals that Australian consumers spent a staggering 96.5 million hours trying to resolve customer service issues in 2022. With 93% of Australians changing their spending habits due to cost-of-living pressures, businesses are facing an uphill battle as complaints climb and consumers consider taking their business elsewhere.

Telecommunications consumer interest lobby group the Australian Communications Consumer Action Network (ACCAN) says the enforcement of new complaint handling rules for telcos will drive better conduct by the telco industry, and sends a clear warning to the industry that they must take their obligations seriously.

Telecommunications provider FuzeNet has been rapped over the knuckles by the Australian Communications and Media Authority for its failure to properly manage customer complaint procedures.

Customer satisfaction with services delivered by Australia’s telcos and telecommunications services providers has risen markedly, with a new survey revealing that 83% of customers now say they are satisfied with services.