Thursday, 11 April 2019 02:27

CA says 'job not done' yet to address complaints in telco sector Featured

By
John Stanton, Communications Alliance CEO John Stanton, Communications Alliance CEO

The latest report by the Telecommunications Industry Ombudsman showing significant falls in complaints volumes about landline, mobile and Internet services does not represent “job done” by any means, according to the  telecommunications industry lobby group, Communications Alliance.

Communications Alliance chief executive John Stanton said today (Thursday) that “industry recognises that there are still challenges to overcome and that we are still in the middle of an accelerating national network rollout – with multiple partners in the supply chain - that inevitably generates a degree of disruption and a level of customer complaints”.

But he also said that industry welcomed the latest TIO update, showing that the significant falls in complaint volumes, which began in February 2018, “were sustained throughout the whole calendar year of 2018”.

“We look forward to the upcoming registration of the improved and strengthened Telecommunications Consumer Protections Code, as an additional tool to help generate further sustained improvements in customer experience.

“We also welcome the TIO’s proposed transition to quarterly reporting as this will provide ongoing and timely information on issues that consumers may be experiencing.”

The TIO report just published, found that complaints by Australian telecommunications users about landline, mobile and internet services fell in the last six months of 2018 by 27.7% to 60,998 compared to the same six month period in 2017.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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