TIO complaints in context increase over summer but reduce year-on-year
Sydney, 28 May 2015 – Complaints made to the TIO as a proportion of telcos’ services in operation increased during January March 2015, compared to the previous quarter – but dropped by 12.2 per cent compared to the same period last year, according to the Telecommunications Complaints in Context report released today.
In January-March 2015, TIO complaints in context increased by 9.1 per cent to 7.2 complaints per 10,000 services in operation (SIO). The quarterly rise reflects the usual trend of increased fault complaints about fixed-line services over the summer months.
Significantly, the aggregate result across the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) was a 12.2 per cent decrease on the 8.2 complaints per 10,000 SIO recorded in the same quarter last year. This reflects the long-term reduction in complaints made to the TIO.
Complaints per 10,000 services for Vodafone in particular reduced, with fewer complaints in context both quarter on quarter and year on year. Increases in landline and internet fault complaints for a number of the other service providers contributed to more complaints per 10,000 SIO when compared to the previous quarter.
The Complaints in Context report is a quarterly release jointly published by the TIO and Communications Alliance. The January-March report can be found on the TIO website, and Communications Alliance website.
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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.
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