In contrast, small telco Pivotel saw no complaints to the Telecommunications Industry Ombudsman over the three months and Amaysim recorded a slight decrease from 1.5 to 1.4 complaints per 10,000 SIO.
Telstra, Australia’s largest telco, had the highest number of complaints for the quarter with a ratio of 9.2 per 10,000 SIO, up from 8.7 in the previous three months. Optus saw the ratio rise from 10.3 to 10.6 and Vodafone was up to 4.9 from 4.3 for the previous period.
Overall, there was an increase on complaints for the previous quarter from 8.3 but below the high point of 9.0 complaints per 10,000 SIO recorded in April – June 2017, according to the latest report from the Communications Alliance.
“Industry will continue developing and implementing initiatives to improve the customer experience, and is coordinating with the ACMA on their recently announced measures to improve the NBN consumer experience,” Stanton said.
The Complaints in Context is a quarterly report published by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman.