TELCO CUSTOMER COMPLAINT NUMBERS REMAIN LOW
Sydney, 12 May 2023: Australia’s telcos have maintained record-low complaint rates according to the latest Complaints-in-Context Report , released today by Communications Alliance.
The Complaints in Context 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.
The report shows an average of one complaint for every 2,703 services in operation (SIO) in the January to March 2023 quarter, or 3.7 complaints per 10,000 services.
This compares to an average of 4.8 – or one complaint for every 2,083 SIO - in the same period last year and is the fourth consecutive quarter with an average of fewer than 4 complaints per 10,000 SIO.
Under co-regulatory arrangements, participation in the Complaints in Context Report is mandatory for the 10 telco providers identified by the TIO as having the largest (absolute) number of phone and internet complaints in the previous financial year. Telcos may also participate voluntarily.
Commenting on the results, Communications Alliance CEO, John Stanton, said,
“It is pleasing to see a sustained focus on customer service, with complaint numbers remaining low.
“When mandatory participation in Complaints in Context reporting was introduced in the Telecommunications Consumer Protections (TCP) Code in 2019, the intent was to increase transparency and competition in this space by providing meaningful, comparable complaints data.
“Obviously the index is only one driver of competition in this space and there is, of course, always room for improvement. But we are delighted that this TCP Code provision appears to be driving improved customer service, as intended.”
More information about complaints-in-context reporting is available here. The TCP Code, which is in the early stages of review, can be found here, with details of the review and revision process here.
Communications Alliance encourages any RSP interested in joining the index to contact it (email: email@example.com).
ABOUT COMMUNICATIONS ALLIANCE
Communications Alliance is the primary communications 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, platform providers, equipment vendors, IT companies, consultants and business groups.
Its vision is to be 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.
The prime mission of Communications Alliance is 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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