Thursday, 18 April 2019 13:02

Fall in telco complaints for January-March quarter

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Fall in telco complaints for January-March quarter Image courtesy of Stuart Miles at FreeDigitalPhotos.net

There has been a year-on-year reduction in the ratio of telecommunications consumer complaints in the first three months of 2019, compared to the corresponding three-month period in 2018.

The latest complaints to the Telecommunications Industry Ombudsman as a proportion of services in operation, for service providers who participate in the report, increased to 7.5 complaints per 10,000 services for the period January-March 2019, but remained the lowest rate for the January-March quarter since 2016.

“The January to March quarter typically sees a seasonal higher level of complaints following the Christmas period, and we are glad to see that the level of complaints this year remains lower than in the two preceding years,” Communications Alliance chief executive John Stanton said.

“Some of our members have reported that the latest result has been influenced by adverse weather events and natural disasters. Nonetheless, we acknowledge there is more work to be done by all players in the supply chain to ensure a positive experience for Australian telecommunications consumers, including during transition from one network to another.”

Stanton said the proposed upcoming registration of a revised and strengthened Telecommunications Consumer Protections Code by the industry regulator would provide “additional consumer protections and an expanded Complaints in Context report, driving continued improvements through the co-regulatory system”.

Complaints in Context is a quarterly report published by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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