Complaints in Context is a quarterly report that allows the customer service and complaint handling performance of Australian service providers to be directly compared, regardless of the size of the provider.
The report is published by Communications Alliance, using complaints data provided by the TIO and services in operation (SIO) data supplied by participating providers.
Comms Alliance says this report is the first ‘expanded’ edition, after the revised and strengthened Telecommunications Consumer Protections (TCP) industry Code came into effect in August and mandated participation by the 10 providers for whom the TIO received the most complaints in the previous financial year. Previously, participation in the index was voluntary.
“The previous voluntary participants – amaysim, Optus, Telstra, Pivotel, and Vodafone – have been joined by 7 additional providers, giving consumers the most comprehensive tool ever created in Australia to directly compare the performance of all the major players,” continued Stanton.
We're told that previous reports have included "longitudinal data over prior quarters, but due to the changes in participants, this report only includes data on this quarter".