TIO complaints per provider decrease 4.5 per cent
Sydney, 30 March 2015 – Telco complaints as a proportion of providers’ services decreased for the fourth quarter in a row, according to the Telecommunications Complaints in Context report released today.
TIO complaints per 10,000 services in operation (SIO) decreased for the fourth consecutive quarter in October-December 2014.
The result for the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) is a 4.5 per cent decrease when compared to July-September 2014, from 6.9 to 6.6 complaints per 10,000 SIO. This figure is also 13 per cent less than in October-December 2013, when all participants recorded 7.6 complaints per 10,000 SIO.
“These results reflect the welcome decrease in TIO complaints, which were at an eight-year low in October-December 2014, and are part of a three-year decline in complaints,” Ombudsman Simon Cohen said.
The telecommunications industry’s peak body, Australian Telecommunications Alliance, also welcomed the results.
“The decrease in the industry-wide ratio of complaints in context during calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers,” Australian Telecommunications Alliance CEO John Stanton said.
The Complaints in Context report is a quarterly release jointly published by the TIO and Australian Telecommunications Alliance. The October-December report can be found on the TIO website, and Australian Telecommunications Alliance website.
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
