DECREASING RATES OF TELCO COMPLAINTS CONTINUE IN LATEST COMPLAINTS IN CONTEXT REPORT

Sydney, 13 August 2021 – Communications Alliance has today published its Complaints in Context report for the April - June 2021 quarter, showing a sustained decrease in complaint rates for the participating providers.

The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO) for participating service providers for each quarter. This index allows comparison of the customer service and complaint handing performance of providers, regardless of their size.

For all participating service providers, there were 5.3 complaints per 10,000 SIOs, a decrease from the 6.9 and 7.0 ratios for the prior two quarters, and almost all participants achieved a decrease in complaint rates.

Communications Alliance CEO John Stanton said: “It is very encouraging that the industry continues to improve customer service and drive down complaint volumes in a pandemic environment where networks and the customers who rely on them are having to cope with unusual stresses.”

“Providers are still working to keep Australians connected throughout lockdowns, and we strongly encourage anyone with worries about paying their bills to contact their telco and ask about Financial Hardship assistance.”

The industry-driven report is published by Communications Alliance, using complaints data provided by the TIO and SIO data supplied by participating providers. Per the Telecommunications Consumer Protections (TCP) Code, participants are updated annually to reflect the top 10 complaint recipients in the most recent TIO Annual Report, in addition to voluntary participants.

Communications Alliance encourages any RSP interested in joining the index to contact them.

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.
 

Media information contact:
Sefiani
Nick Owens NOwens@sefiani.com.au
0421 977 062