Falling Complaints to TIO a Welcome Sign

Sydney, 29 October 2012 – A nineteen per cent drop in complaints to the Telecommunications Industry Ombudsman (TIO) in the final quarter of 2011-12 is a welcome sign that the industry’s push for better customer service and complaint handling is beginning to gain traction, Communications Alliance said today.

Comms Alliance CEO, John Stanton said the downward trend in complaints evident since April this year was a small but encouraging base for service providers to build from as the provisions of the industry’s revised Telecommunications Consumer Protections (TCP) Code progressively come into effect.

“Much remains to be done, as evidenced by the continued rise in complaints about mobile services and the fact that total complaints for the year fell by only two per cent.

“But with unit-pricing already in place, better pre-sale information going to consumers and many service providers already offering comprehensive spend management tools to customers in advance of the Code timelines, the industry is positioned for continuing service improvements that should translate into further improvements in customer satisfaction,” Mr Stanton said.

The TCP Code came into effect on 1 September 2012 and is the most comprehensive upgrade to telecommunications consumer protections ever seen in Australia.

It provides for detailed improvements in areas including complaint handling, billing, advertising, expenditure management, information provided to customers, credit management and customer transfer.

The Code also providers a strong framework to monitor service providers’ compliance with the Code, via a new, industry-funded independent body called Communications Compliance Ltd.


Communications Alliance is the primary telecommunications 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, search engines, equipment vendors, IT companies, consultants and business groups.

Its vision is to provide a unified voice for the telecommunications industry and to lead it into the next generation of converging networks, technologies and services. The prime mission of Communications Alliance is to promote the growth of the Australian communications industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. For more details about Communications Alliance, see www.commsalliance.com.au.

Media information contact:

Kreab Gavin Anderson
Amanda Buckley abuckley@kreabgavinanderson.com 0419 801 349
Lucy Mudd lmudd@kreabgavinanderson.com 0402 106 613