TELCO CUSTOMER COMPLAINT NUMBERS NEAR RECORD-LOW
Sydney, 6 August 2024: Complaint numbers for Australia’s telcos have continued their year-on-year decline, according to the latest Communications Alliance Complaints-in-Context Report.
The latest data shows there were 2.7 TIO complaints per 10,000 services in operation (SIO) on the networks of participating communications providers in the April to June 2024 quarter.
This means that there was one complaint for every 3,704 services in operation.
The result was down from 3.1 complaints per 10,000 SIO in the previous quarter.
Under co-regulatory arrangements in the Telecommunications Consumer Protections (TCP) Code, participation in Complaints-in-Context reporting is mandatory for the 10 telco providers identified by the Telecommunications Industry Ombudsman (TIO) as having the largest (absolute) number of phone and internet complaints in the previous financial year. Telcos are also able to participate voluntarily.
Commenting on the results, Communications Alliance CEO, John Stanton, said:
“These numbers represent further improvements in consumer outcomes and continuing evidence of the industry’s commitment to service quality and customer care.
The Telecommunications Industry Ombudsman (TIO) data, which it publishes each quarter, have shown a consistent decline, year-by-year, in complaints received about telecommunications services.
“Our Complaints-in-Context report provides context for these data, allowing comparison of the customer service and complaint handing performance of different service providers, regardless of their size, by providing a ratio of complaints to services in operation.
“It was introduced to make complaint numbers more transparent and meaningful, and to create an additional driver of competition in the area of customer service.”
More information about complaints-in-context reporting is available here. The current TCP Code can be found here. Details of the review and revision process currently underway to update the Code, are available here.
Communications Alliance encourages any RSP interested in joining the index to contact it (email: info@commsalliance.com.au).
ABOUT COMMUNICATIONS ALLIANCE
Communications Alliance is the primary communications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, platform providers, equipment vendors, IT companies, consultants and business groups.
Its vision is to be the most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society.
The prime mission of Communications Alliance is to create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour. For more details about Communications Alliance, see www.commsalliance.com.au.
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