Sydney, 28 October 2019: Customer complaints to telecommunications suppliers have dropped by more than 17% during the past year, signalling a welcome improvement in performance across the industry.

Communications Alliance welcomed the results released today by the industry regulator, the ACMA, in its report on service provider complaint data for 2018-19.

“We agree with the regulator that these data show that ongoing industry efforts to improve customer service, cooperation, and customer experience are producing positive results,” said Communications Alliance CEO, John Stanton.

The ACMA’s report is part of its Record Keeping Rules, which cover complaints made directly to telecommunications providers.

“It is encouraging to note that more than 94% of the contacts were resolved by the service provider and therefore only about one in twenty resulted in a complaint being made to the industry ombudsman,” Mr Stanton said.

“It’s also pleasing that the average time taken to resolve complaints fell significantly throughout the year.

“We do agree, however, that complaint levels remain higher than they should be – the industry is committed to continuing the current trend of improvement.

“We anticipate the revised Telecommunications Consumer Protections (TCP) Industry Code, which came into force on 1 August, will continue to drive better results,” Mr Stanton concluded.

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