Issue No 17: 28 June 2022
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Telcos' Latest Complaints-in-Context Report
Telcos' Latest Complaints-in-Context Report Communications Alliance has released its Complaints-in-Context report for the January – March 2022 quarter. Although the index reveals a slight rise in the overall complaint ratio compared to the previous quarter, it is still 30 per cent lower than the result for the same quarter last year.
The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 SIOs, creating an index that allows comparison of the customer service and complaint handing performance of providers, regardless of their size. Covering activity during the January-March quarter, 2022, the latest report showed that across all participating service providers, there were 4.8 complaints to the industry ombudsman for every 10,000 services in operation (SIOs).
Commenting on the figures, Communications Alliance CEO John Stanton said the result meant that, overall, during the period one in every 2,083 services in operation included in the index generated a complaint to the TIO.
The latest figures may reflect, in part, a seasonal effect, as the first three months of the calendar year often see slightly higher numbers than other quarters. I suspect also that service disruptions caused by severe flooding in eastern Australia have had some impact.
Communications Alliance encourages any RSP interested in joining the index to contact us here.
Communications Alliance is pleased to welcome the following new member:
Below is a list of currently open telecommunications-relatedconsultations being conducted by Government and other organisations thatprovide an opportunity for you to have your say.