Wednesday, 17 October 2018 05:15

Telstra attracted most complaints in 2017-18, says TIO Featured

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Telstra attracted most complaints in 2017-18, says TIO Pixabay

Telstra residential and small business customers were the most vociferous complainants about phone and Internet issues in the last financial year, generating 82.528 complaints, a year-on-year increase of 7.7%, according to figures from the TIO released on Wednesday.

Ten telephone and Internet service providers accounted for 93.4% of the complaints.

Optus, the second largest telco in the country, kept its position in the complaints queue as well, with 40,665 complaints against it, a year-on-year rise of 35%.

However, a good number of others saw the number of complaints fall on a year-by-year comparison:

  • Vodafone received 9752 complaints, a year-on-year decrease of 8.7%;
  • iiNet received 7719 complaints, a year-on-year decrease of 24.1%;
  • TPG received 6248 complaints, a year-on-year decrease of 10.7%;
  • Dodo received 3120 complaints, a year-on-year decrease of 5.7%;
  • M2 Commander received 1565 complaints, a year-on-year decrease of 8.2;
  • Southern Phone received 1484 complaints, a year-on-year decrease of 28.2 per cent.

Of the remaining companies in the top 10, Primus received 1918 complaints, a year-on-year increase of 0.1 per cent.

But small ISP MyRepublic saw a year-on-year increase of 101.6%, fielding 1816 complaints.

MyRepublic contested this rise, with its managing director Nicholas Demos saying: "MyRepublic is a relative newcomer, only launching in late 2016, which is why it did not register full data for the previous year.

"Therefore, while the figure for the total number of complaints in the most recent financial year is correct, it is impossible to calculate a year-on-year shift without having been in full operation for the previous year."


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Sam Varghese

Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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