Sydney, 2 June 2021 - Communications Alliance has welcomed the continuing trend of reduced volumes of telecommunications-related complaints to the industry ombudsman.

Figures released today by the Telecommunications Industry Ombudsman (TIO) show that complaints in the three months to end-March 2021 were down 6.1 per cent on the same quarter last year, and also slightly lower than the previous quarter – building on a trend of improvement during the past 12 months.

The report also showed a significant quarterly drop of 38 per cent in complaints from customers about difficulty in contacting their service provider.

Communications Alliance CEO, John Stanton, said the drop in complaints was a welcome sign that telcos are consolidating the improved service levels they have rebuilt since the disruptive early period of the COVID-19 pandemic.

“Everyone knows it is frustrating when it is hard to contact service providers in any industry to get an issue dealt with – so the evident strong improvement in telcos being reachable and available to deliver good customer service is very welcome,” Mr Stanton 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.

The most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society.  To create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour.  For more details about Communications Alliance, see

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Neeley Williams
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