Wednesday, 10 February 2021 00:52

‘Improved Performance’ by telcos in latest complaints report, says Communications Alliance Featured

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The three months between October and December 2020 showed a drop in complaints rates for Australia’s telecommunications service providers to the Telecommunications Industry Ombudsman (TIO), according to the telecoms industry peak body Communications Alliance.

The Communications Alliance says there was an improved performance by telcos in the Complaints in Context report for the October – December 2020 quarter on complaints for participating service providers, with the quarterly report showing there were 7.0 complaints per 10,000 Services in Operation (SIOs) - or. roughly one in every 1430 services in operation during the period was the subject of a complaint to the TIO.

The CA says that as report participants change each year for the October – December quarter, this ratio is not directly comparable to previous quarters.

“The decrease in complaint rates for most participants reflects the hard work by all of industry to improve customer service. This aligns with the 11.2% drop in all complaints received by the TIO for this quarter, reported last week,” said Communications Alliance CEO John Stanton.

“When considering data points such as complaints, it is important to keep in mind the constant growth in the number of services in operation by telcos in Australia. Industry is pleased to provide this report, which adds that important context,” Stanton concluded.

The industry-driven report is published by Communications Alliance, using complaints data provided by the TIO and SIO data supplied by participating providers.

Per the Telecommunications Consumer Protections (TCP) Code, the participants were updated in the October-December 2020 quarter to reflect the top 10 complaint recipients in the most recent TIO Annual Report, in addition to voluntary participants.


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