The volume of complaints about telcos to the Telecommunications Industry Ombudsman (TIO) as a proportion of services in operation (SIO) for service providers who participated in the report - Telstra, Optus, Vodfone, Amaysim and Pivotel - decreased to 6.2 complaints per 10,000 services for the period July – September.
The decline in the number of complaints was the third consecutive quarter when the ratio decreased - and the lowest ratio since July-September 2016.
“This demonstrates that the improvement in complaint handling and customer service which re-emerged in February this year has been sustained and continues to deliver better outcomes for consumers,” said Communications Alliance CEO John Stanton.
“Industry sees these positive results as encouraging, and has committed to continue improving customer experience.”
On a comparative basis, the report reveals that complaints to the telcos averaged 9.3 complaints per 10000 services in the three months from January to March, and 7.5 complaints for the April to June quarter.
Stanton said that an upcoming revised Telecommunications Consumer Protections (TCP) Code will expand the existing Complaints in Context report to include the top 10 recipients of TIO complaints, in addition to any providers who choose to voluntarily participate.
“This will give consumers a credible and comparative quarterly snapshot of how well their provider is managing customer service – the first time that such a comprehensive barometer has been available to Australian telecommunications customers.”
The Complaints in Context report is produced quarterly by Communications Alliance with complaints data provided by the Telecommunications Industry Ombudsman.
To view the full Complaints in Context report, including participant ratios, click here.
Graphic: courtesy Communications Alliance