Year-On-Year Results Improve, Quarterly Figures Increase

Sydney, 28 July 2016 – Telco complaints as a proportion of services in operation (SIO) increased 3.2 per cent in April-June 2016, but dropped 1.5 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance.

The April-June results reflect an increase in overall new complaints to the TIO during the quarter.  Historically, seasonal factors contribute to an increase in complaints to the TIO during January to March, followed by a downturn in April to June. This year, the TIO saw a slight increase in complaints during the April-June quarter. 

The April-June figure of 6.4 represents an improvement of 1.5 per cent year on year. The total complaint ratio per 10,000 SIO for all participating providers was 6.4, an increase of 3.2 per cent on the previous quarter.

Complaints per 10,000 SIO increased for three of the five industry participants during the April quarter.

Complaints in Context is a quarterly report jointly published by the TIO and Communications Alliance. It can be found on the TIO website and the Communications Alliance website.

Joint Media Release

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

Media information contact:
Kurt Graham
0431 478 558