In its latest Complaints in Context report released on Tuesday, the Communications Alliance reveals a decline in complaint ratios over the last quarter and continuing year-on-year reductions and continuing year-in-year reductions in complaint levels.

And the last three quarters reported have been the lowest rate since their equivalent 2016 quarter (except October – December, which was the lowest rate since 2015), which CA says shows ongoing progress in improving customer service over the last three years.

John Stanton, chief executive, Communications Alliance, said “we are pleased to see the continuing decrease in the rate of TIO complaints, reflecting improvements in experience for customers of participating providers.

“This ongoing progress will be enhanced with the commencement of Communications Alliance’s revised Telecommunications Consumer Protections (TCP) Code on 1 August, which includes increased protections for consumers.

“In addition to stronger selling practices, stricter credit assessment, and increased financial hardship provisions, the revised TCP Code will expand our quarterly Complaints in Context report to the top 10 providers who received the most TIO complaints last year, in addition to any volunteers.

“To this date, all participants have been volunteers, and we appreciate their ongoing participation in this valuable report.

“We look forward to publishing the first expanded Complaints in Context report in October, reporting on the July – September quarter. This contextualised data will be helpful for consumers.”