Continued Decrease in Complaints to TIO Good News for Telco Customers
Sydney, 20 March 2014 – Australian Telecommunications Alliance welcomed the news that telecommunications consumer complaints have fallen to a six-year low, as revealed in the latest figures from the Telecommunications Industry Ombudsman (TIO), released today.
The TIO recorded a 30% drop in complaints about mobile coverage during the December 2013 quarter – bringing complaints of this type to a 3 year low. Overall complaints fell by 13 per cent compared to a year ago, to the lowest level recorded since 2008.
“This is great news for Australian telco customers and highlights the continued commitment of the industry to improve customer service,” Australian Telecommunications Alliance CEO John Stanton said.
“Customer service excellence has become the competitive battleground in the telco sector, which augurs well for customer satisfaction and further reductions in complaints.”
Mr Stanton said the TIO figures were in line with the latest Telecommunications Customer Satisfaction Survey released in January, which showed an increase in the percentage of customers satisfied or very satisfied with the service they receive and ongoing improvement in customers’ satisfaction with the ease of contacting their telecommunications provider.
“The industry’s concerted improvement efforts, combined with the impact of the revised and strengthened Telecommunications Consumer Protections (TCP) Code has contributed to these welcome numbers.”
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
