Thursday, 25 October 2018 10:32

Fall in complaints on services from Telstra, Optus, Vodafone: report Featured

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Fall in complaints on services from Telstra, Optus, Vodafone: report Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Complaints about services delivered by Australia’s biggest telcos Telstra, Optus and Vodafone continued to fall over the three months to the end of September, according to the latest Complaints in Context report from the Communications Alliance.

The volume of complaints about telcos to the Telecommunications Industry Ombudsman (TIO) as a proportion of services in operation (SIO) for service providers who participated in the report  - Telstra, Optus, Vodfone, Amaysim and Pivotel -  decreased to 6.2 complaints per 10,000 services for the period July – September.

The decline in the number of complaints was the third consecutive quarter when the ratio decreased - and the lowest ratio since July-September 2016.

“This demonstrates that the improvement in complaint handling and customer service which re-emerged in February this year has been sustained and continues to deliver better outcomes for consumers,” said  Communications Alliance CEO John Stanton.

“While the TIO annual report provides valuable insight, we welcome this up-to-date data reflecting the hard work put in by service providers along with co-regulatory actions by Minister Mitch Fifield, the ACCC and the ACMA.

“Industry sees these positive results as encouraging, and has committed to continue improving customer experience.”

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On a comparative basis, the report reveals that complaints to the telcos averaged 9.3 complaints per 10000 services in the three months from January to March, and 7.5 complaints for the April to June quarter.

Stanton said that an upcoming revised Telecommunications Consumer Protections (TCP) Code will expand the existing Complaints in Context report to include the top 10 recipients of TIO complaints, in addition to any providers who choose to voluntarily participate.

“This will give consumers a credible and comparative quarterly snapshot of how well their provider is managing customer service – the first time that such a comprehensive barometer has been available to Australian telecommunications customers.”

The Complaints in Context report is produced quarterly by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman.

To view the full Complaints in Context report, including participant ratios, click here.

Graphic: courtesy Communications Alliance


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Peter Dinham

Peter Dinham - retired in 2020. He is a 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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