COMPLAINTS IN CONTEXT REPORT AND CUSTOMER SATISFACTION SURVEYS SHOW NEED FOR CONTINUED EFFORTS
Sydney, 20 April 2018 - Complaints to the Telecommunications Industry Ombudsman as a proportion of services in operation (SIO) for participating service providers increased to 9.3 complaints per 10,000 services for the period January to March 2018. This is higher than the previous quarter at 8.7.
Communications Alliance CEO, John Stanton, said “This result highlights that our industry is still struggling with the disruptions caused by the rollout of the NBN and the transformation of communications delivery platforms. Though the numbers are very disappointing, we are continuing our work on customer-centric initiatives with Government, regulators and consumer representatives to improve the overall customer experience.”
Complaints in Context is a quarterly report published by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman. The report for January to March 2018 can be found on the Communications Alliance website.
The last two waves of the quarterly survey carried out for Communications Alliance by Roy Morgan Research on customers’ satisfaction with certain aspects of their communications services contain mixed results but also point to an increased dissatisfaction with complaint handling performance. The most recent report can be accessed here, and the prior report can be accessed here.
ABOUT COMMUNICATIONS ALLIANCE
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.
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