COMPLAINTS TO THE TIO CONTINUE TO DECREASE
Sydney, 29 October 2019: Communications Alliance welcomes the TIO’s publication of its July- September 2019 quarterly report.
“It is pleasing that complaints to the TIO fell in the most recent quarter, compared to the previous two quarters,” said Communications Alliance CEO John Stanton.
“This aligns with the trend in the ACMA’s RKR report published yesterday and the data in the TIO’s annual report,” said Mr Stanton.
“It’s also positive to see that 84% of complaints to the TIO were resolved on the first referral to providers.
“There is always room for improvement. Industry will continue working with the TIO and regulators to improve the customer experience,” concluded Mr Stanton.
The TIO’s move to quarterly reports aligns with Communications Alliance’s quarterly Complaints in Context report.
The first expanded Complaints in Context report will be published in early November, providing consumers with contextualised complaint data, and the ability to compare between participating providers, for the most recent quarter July – September.
ABOUT COMMUNICATIONS ALLIANCE
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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