Quarterly Figures Up While Year on Year Improvement Continues
Sydney, 22 April 2016 – Telco complaints as a proportion of services in operation (SIO) increased 29 per cent in January-March 2016, but dropped 13.8 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman and Australian Telecommunications Alliance.
The January to March quarter generally sees an increase in complaints to the TIO. Seasonal factors contribute to increased complaint numbers, including summer weather events that can disrupt fixed line services.
The total complaints per 10,000 SIO for all participating providers was 6.2, representing a 13.8 per cent decrease on the same time last year (down from 7.2). The January-March 2016 figure of 6.2 represents an increase of 29.2 per cent from October-December 2015.
Complaints per 10,000 SIO increased for four of the five industry participants during the January quarter.
During the same quarter last year there was a 7.4 per cent increase in complaints as a proportion of telcos’ SIO, from 6.7 to 7.2.
Complaints in Context is a quarterly report jointly published by the TIO and Australian Telecommunications Alliance. The January-March 2016 report can be found on the TIO website and the Australian Telecommunications Alliance website.
ABOUT COMMUNICATIONS ALLIANCE
Australian Telecommunications 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 Australian Telecommunications 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.
Media information contact:
info@austelco.org.au
