Wednesday, 17 October 2018 05:10

Complaints about mobile services top the TIO list Featured

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Complaints about mobile services top the TIO list Pixabay

Nearly a third (30.6%) of the complaints received by the Telecommunications Industry Ombudsman from residential customers and small businesses in the financial year 2017-18 related to mobile phone services.

The 512,328 complaints about mobiles were followed by complaints about multiple services (49,875 or 29.7%) and Internet services (46,703 – 27.8%).

Landline phone services attracted 18,736 complaints (11.2%) while complaints relating to property totalled 1189 (0.7%).

The top five complaint issues for the year were about:

  • No action or delayed action by a service provider to resolve phone or Internet issues – 34.1% per cent of total complaints;
  • Disputed charges for service or equipment fees – 25.5%;
  • Delays connecting to, or changing, service providers – 12.8%;
  • No service at all, including no Internet connection or no dial tone on a phone service – 12.5%; and
  • Service dropouts, or instances where the service worked one day but not the next – 10.1%.

State-wise break-up (in alphabetical order):

  • The Australian Capital Territory accounted for 1.5% of total complaints, a year-on-year decrease of 5.6%;
  • NSW accounted for 31.6% of total complaints, a year-on-year increase of 4.9%;
  • The Northern Territory accounted for 0.6% of total complaints, a year-on-year decrease of 0.1%;
  • Queensland accounted for 19.6% of total complaints, a year-on-year increase of 13.2%;
  • South Australia accounted for 7.5% of total complaints, a year-on-year increase of 1.1%;
  • Tasmania accounted for 1.8% of total complaints, a year-on-year increase of 0.7%;
  • Victoria accounted for 28.4% of total complaints, a year-on- year increase of 9.3%; and
  • Western Australia accounted for 9% of total complaints, a year-on-year increase of 10.7%.

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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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