Sunday, 28 January 2018 15:42

Telco complaints still on the increase: report


The number of complaints about services provided by telecommunications companies rose marginally to 8.7 complaints per 10,000 services in the three months to the end of December 2017, with Telstra, Optus and Vodafone all recording increases.

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.

Communications Alliance chief executive John Stanton said the result for the October-December 2017 quarter showed the ongoing challenges the industry was facing.

ca graph

“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.

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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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