The TIO’s latest report for the period 1 July to 30 September 2019 reveals a total of 32,801 complaints were lodged for the quarter - a 6.3% jump over the level of complaints in the same period in 2018.
Ombudsman Judi Jones said consumers are telling the TIO about problems with their bill and customers services.
“Consumers are telling us problems with their bill and the customer service they are receiving continue to be problematic.Delays with getting connected and no working phone or internet service were also recorded as key issues. Additionally, the problems we’re seeing with debt management relating to mobile phone services is concerning.
“I’m pleased to deliver the transition to quarterly reporting of phone and internet complaints. This regular reporting cycle will present a timely data snapshot and a deeper granularity on the issues impacting telecommunications consumers,” Jones said.
The TIO report drew comment from the Telecommunications lobby group Communications Alliance with CEO John Stanton saying it was “positive to see that 84% of complaints to the TIO were resolved on the first referral to providers” but noting that “there is always room for improvement”
“It is pleasing that complaints to the TIO fell in the most recent quarter, compared to the previous two quarters,” said Stanton.
“This aligns with the trend in the ACMA’s RKR report published yesterday and the data in the TIO’s annual report.
“There is always room for improvement. Industry will continue working with the TIO and regulators to improve the customer experience,” concluded Stanton.