Complaints About Australian Telecoms Services Reach 6-Year Low
Published on: 20th Mar 2014
By: Ian Mansfield
Complaints about Australian telecoms services have continued to decline according to figures released by the Telecommunications Industry Ombudsman (TIO).
Data released from the TIO for the 4th-quarter of 2013 indicated the lowest quarterly complaint level in six years.
Quarterly reductions in issues about transferring services between providers fell 21 percent, as did complaint-handling (19%) and faults 17 percent. Overall there was a 6.7 percent drop in complaints from the previous quarter.
"It is very encouraging to see this trend continuing," said ACMA Chairman, Chris Chapman. "In particular, it is heartening to see complaints are down in each of the three core categories. The industry is continuing to make positive changes in line with the revised Telecommunications Consumer Protections Code (the TCP Code)."
As part of the Reconnecting the Customer (RTC) inquiry, the ACMA previously undertook data modelling to estimate the consumer costs associated with poor complaints handling, poor advertising practices and lack of critical information disclosures resulting in consumers choosing a sub-optimal plan.
The ACMA estimates that this has been costing telecommunications consumers up to $1.5 billion a year. Industry has also incurred substantial actual costs as well as time spent in handling those consumer complaints (including the cost of fixing and re-working previous matters raised by consumers).