Wednesday, 18 December 2019 12:22

Comms Alliance publishes expanded Complaints in Context report Featured


The Communications Alliance has released its "first expanded Complaints in Context report, showing that for participating service providers in July to September of this year, there were 6.8 complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO)".

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.

Communications Alliance CEO, John Stanton said: “By expanding the Complaints in Context report, Industry is providing consumers with comparable and contextualised customer service performance results that cover the vast majority of the Australian marketplace.

“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".

Previous reports are available on the Communications Alliance’s website here.

The report can be found here (PDF link)

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