Sydney, 18 December 2019: Communications Alliance has released its first expanded Complaints in Context report, showing that for participating service providers in July to September of this year, there were 6.8 complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO).

Complaints in Context is a quarterly report that allows the customer service and complaint handling performance of Australian service providers to be directly compared, regardless of the size of the provider. The report is published by Communications Alliance, using complaints data provided by the TIO and services in operation (SIO) data supplied by participating providers.

The report published today is the first ‘expanded’ edition, after the revised and strengthened Telecommunications Consumer Protections (TCP) industry Code came into effect in August and mandated participation by the 10 providers for whom the TIO received the most complaints in the previous financial year. Previously, participation in the index was voluntary.

“By expanding the Complaints in Context report, Industry is providing consumers with comparable and contextualised customer service performance results that cover the vast majority of the Australian marketplace,” said Communications Alliance CEO, John Stanton.

“The previous voluntary participants – amaysim, Optus, Telstra, Pivotel, and Vodafone – have been joined by 7 additional providers, giving consumers the most comprehensive tool ever created in Australia to directly compare the performance of all the major players,” continued Stanton.

Previous reports have included longitudinal data over prior quarters, but due to the changes in participants, this report only includes data on this quarter. Previous reports are available on Communications Alliance’s website here.

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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