Telecommunications Complaints Continue to Fall

Sydney, 2 May 2016 – Communications Alliance has welcomed continuing year-on-year reductions in consumer and small business complaints about telecommunications services, as outlined in figures released by the Telecommunications Industry Ombudsman (TIO) today.

Complaints to the TIO in the January-March 2016 quarter 5.6 per cent lower than in the same period a year ago – driven in particular by strong reductions in complaint about mobile services.

“The fact that the ratio of complaints about mobile services has fallen by 48% in four years, while the overall number of mobile services has grown by 8.5% during the same period highlights the sustained efforts of service providers to improve the customer experience,” said Communications Alliance CEO John Stanton.

Mr Stanton said there was a degree of inevitability about the increase in internet related complaints reported by the TIO, given the rapid acceleration in the rollout of the nbn.

“All stakeholders are working hard to try to ensure that the process of migrating services onto nbn-based networks is as smooth and seamless as possible,” he said.

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