Telco Complaints in Context Decrease 15 Per Cent
Sydney, 17 December 2015 –Complaints as a proportion of telcos’ services in operation (SIO) dropped a further 15 per cent in the September quarter, according to the Telecommunications Complaints in Context report, released today.
The result for all participating providers, 5.5 complaints per 10,000 SIO, has decreased 15.4 per cent when compared to April-June 2015 (6.5) and 20.3 per cent when compared to July-September 2014 (6.9).
All industry participants’ complaints per 10,000 SIO decreased in the period. Telstra recorded its lowest result to date at 5.5.
With 4.1 complaints per 10,000 SIO, Vodafone’s result was almost a third of that reported in the same period last year (12.2).
Optus complaints in context decreased to 6.7 from 8.5 the previous quarter.
Complaints in Context results reflected the overall trend of reduced complaints to the TIO, which fell 14.8 per cent year-on-year to the lowest level since July-September 2006.
The Complaints in Context report is a quarterly release jointly published by the TIO and Australian Telecommunications Alliance. The July-September report can be found on the TIO website and Australian Telecommunications Alliance website.
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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.
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