First-of-its-kind telco report gives consumers key new information
Sydney, 19 December 2014 – Consumers are being given important new information to help them compare the performance of Australia’s top telcos and make more informed choices.
The Complaints in Context report, jointly released today by the Telecommunications Industry Ombudsman (TIO) and industry peak body Australian Telecommunications Alliance, shows the number of TIO complaints received per telco as a proportion of that telco’s services in operation.
Five telcos – Telstra, Optus, Vodafone, iiNet and amaysim – volunteered to participate in the report.
The average number of complaints for the participating five providers was 6.9 complaints per 10,000 services in the July-September 2014 quarter – a marked improvement on the 7.6 complaints per 10,000 services recorded the previous quarter.
“The report puts TIO complaint numbers in the context of each telco’s customer base, making the performance of individual telcos and the industry itself more transparent,” Ombudsman Simon Cohen said.
Australian Telecommunications Alliance CEO, John Stanton, congratulated the five service providers that have volunteered to participate in the program.
“Customer service excellence is the new competitive battleground in Australian telecommunications, and the initiatives being taken by these service providers are borne out in the positive results in these data,” he said.
Please see the attached media release for further information.
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
