CONTEXTUALISED COMPLAINTS FALL IN JULY-SEPTEMBER QUARTER AMID MIXED RESULTS FOR TELCOS
Sydney, 28 October 2016 – Telco complaints to the TIO as a proportion of services in operation (SIO) dropped 3.1 per cent in the July-September quarter to 6.2 complaints per 10,000 services in operation (SIO).
This represents a 16.4 per cent increase on the 5.5 complaints per 10,000 SIO during the same period in 2015. The quarterly figure is 22 percent lower than when reporting began in 2013.
The July-September reduction was driven by improvements in the number of complaints per SIO for both Telstra and Optus.
Other participating telcos registered increases in their TIO complaints per 10,000 SIO this quarter.
Vodafone's result of 6.2 matched the average result across all participants.
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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