Phone and Internet service complaints were up by 6.2% for the year, but there was a drop of 17.8% in the number of plaints in the final quarter compared to the third quarter.
Queensland saw the biggest growth in complaints, up 13.2% while Western Australia's complaints grew by 10.7%. The largest number of complaints came from NSW (31.6%), followed by Victoria (28.4%).
According to the TIO:
- A total of 167,831 complaints were received, an increase of 6.2%;
- Complaints overall dropped 17.8% in Q4 of 2017/18 compared to Q3;
- A total of 146,958 complaints (87.6%) were from residential consumers;
- A total of 20,433 complaints (12.2%) were from small businesses;
- Complaints from small businesses increased 8.7% in 2017/18 to 20,433;
- Fifty-two potential systemic issues were notified to providers, and 30 systemic matters resulted in the provider agreeing to, or making, changes to its system, process or practice;
- A total of 51,328 complaints were about mobile phone services (30.6%), followed by complaints about multiple services 49,875 (29.7%);
- A total of 14,589 complaints were recorded in 2017/18 about establishing a connection to the national broadband network. Between 1 January and 30 June, complaints per 1000 premises added to the NBN decreased from 9.2 to 9.0; and
- A total of 27,008 complaints were recorded in 2017/18 about service quality on the NBN. Between 1 January and 30 June, complaints per 1000 premises added to the network decreased from 4.1 to 3.2.
“Declining complaints across all landline, mobile and Internet services are a positive indicator of recent industry, government and regulator efforts to address the disruption to telecommunications products and services of the past few years.
“We all want to get to the same point, a positive consumer experience where expectations are more likely to be met. The TIO continues to be committed to reducing complaints, and our purpose and unique role remains clear – to ensure residential consumers and small businesses have access to a free, fair, independent and effective alternative dispute resolution service.”