The report is littered with actual customer complaints that describe the kinds of frustration that customers are experiencing in the way they are dealt with and thus the reason for their complaint to the TIO.  This one for instance is indicative of the general tome of complaint.  "You will see in the pages of notes I’ve taken over 4 months that I have made hundreds of calls and spoken to approximately 70 customer service representatives. On one occasion, I was on the phone to different departments from 9.30am until after 5pm.

"But to this day we still do not have the landline service that is so paramount, given our child’s situation. I have received conflicting information from [telco’s] representatives. Conversations have ranged from, 'That staff member is not trained appropriately...' 'They shouldn’t have told you that…’ 'Why did they do that?’ to comments such as, 'Don’t panic, there is no reason why we can’t connect you today.’ At one stage I was on a conference call with two [telco] staff from two different departments, both disagreeing about the information they were giving me."

There is a summary of the complaints received for each company, along with a "right of reply" statement from the CEOs of many of these organisations.

It seems that the ten included companies have a commitment to improve, let’s see where the rest of 2009 takes us.  It can’t be worse that 2008.