Tuesday, 23 July 2019 11:34

Consumer complaints about telcos continue to fall Featured

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Consumer complaints about telcos continue to fall Image Stuart Miles, FreeDigitalPhotos.net

Consumer complaints to Australia’s telcos have fallen by 12% in the three months between April and June this year – the lowest rate for the quarter since 2016.

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.

telco complaints peter

“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.”

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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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