Telco Customer Complaint Numbers Remain at Record Low Rate
Australia’s telcos have maintained record-low complaint rates according to the latest Complaints-in-Context Report, released today by Communications Alliance.
The report reveals that, for the third consecutive quarter, there were fewer than 4 complaints per 10,000 services in operation (SIO), with the October to December 2022 quarter average sitting at just 3.8 – or one complaint for every 2,632 SIO.
The Complaints in Context Report provides meaningful information about complaints recorded against individual providers by the Telecommunications Industry Ombudsman (TIO), by creating an index that allows direct comparison of complaint numbers against individual telcos, regardless of their size.
Participation in the index is mandatory for the 10 telco providers identified by the TIO as having the largest (absolute) number of phone and internet complaints in the previous financial year, with voluntary participation also welcomed. The most recent results are not directly comparable with previous quarters because the participating service providers have changed to reflect data in the latest TIO Annual Report.
Commenting on the results, Communications Alliance CEO, John Stanton, said, “It is pleasing to see telcos actively competing on customer service performance and for complaint numbers to be so clearly reflecting this sustained effort.
“When, in 2019, our Telecommunications Consumer Protection (TCP) Code introduced mandatory participation in this index for identified telcos, the industry’s objective was to drive competition in this space by increasing transparency.
“Although the index is not the only driver of improved service provider performance and there is, of course, always room for improvement, we are delighted that this TCP Code provision appears to be driving improved customer service, as intended.”
More information about complaints-in-context reporting is available here. The TCP code can be found here.
Communications Alliance encourages any RSP interested in joining the index to contact it (email: firstname.lastname@example.org).
Communications Alliance is pleased to welcome the following new members:
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