TELCOS LATEST COMPLAINTS IN CONTEXT REPORT
Sydney, 24 June 2022: Communications Alliance today released its Complaints in Context report for the January – March 2022 quarter. Although the index reveals a slight rise in the overall complaint ratio compared to the previous quarter, it is still 30 per cent lower than the result for the same quarter last year.
The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 SIOs, creating an index that allows comparison of the customer service and complaint handing performance of providers, regardless of their size.
Covering activity during the January-March quarter, 2022, the latest report showed that across all participating service providers, there were 4.8 complaints to the industry ombudsman for every 10,000 services in operation (SIOs).
Commenting on the figures, Communications Alliance CEO John Stanton said the result meant that, overall, during the period one in every 2,083 services in operation included in the index generated a complaint to the TIO.
“The latest figures may reflect, in part, a seasonal effect, as the first three months of the calendar year often see slightly higher numbers than other quarters. I suspect also that service disruptions caused by severe flooding in eastern Australia have had some impact.”
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, the participants are updated in the Oct-Dec quarter each year 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 it (email:firstname.lastname@example.org).
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 www.commsalliance.com.au.
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