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.

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:
Nick Owens
0421 977 062