Tuesday, 29 October 2019 11:51

Telecoms complaints report draws fire from ACCAN Featured

By
ACCAN CEO Teresa Corbin ACCAN CEO Teresa Corbin

Australia's peak body for consumer representation in communications, the Australian Communications Consumer Action Network (ACCAN), says the increase in complaints about internet services to the Telecommunications Industry Ombudsman (TIO) highlights the need for greater reliability safeguards.

“Australians are receiving unreliable internet services and it is time for change,” said ACCAN CEO, Teresa Corbin.

“With so much of our daily lives now heavily reliant on the internet, Australians deserve 21st century safeguards that include broadband protections.”

Corbin’s comments follow publication of the TIO complaints report on Tuesday revealing that residential consumers and small businesses made 32,801 complaints in the first quarter of 2020 from 1 July 2019 to 30 September 2019.

The TIO reported that in this period complaints about phone and internet services increased 6.3 percent compared to the same period in 2018.

The Ombudsman Judi Jones said in the TIO report that, “Consumers are telling us problems with their bill and the customer service they are receiving continue to be problematic.

“Delays with getting connected and no working phone or internet service were also recorded as key issues. Additionally, the problems we’re seeing with debt management relating to mobile phone services is concerning."

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a 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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