Monday, 01 August 2016 13:18

Vaya reports near 90% drop in complaints


MVNO Vaya is touting its strategy as leading to a drastic reduction in complaints, down nearly 90% YoY in the April to June 2016 period, part of which is attributed to amaysim’s Vaya acquisition.

As the fourth biggest mobile telco in Australia, amaysim obviously knows a thing or two about customer service.

So, when amaysim acquired Vaya earlier this year it was clear that amaysim would energise Vaya with a new-found sense of value and customer service, and this is clearly borne out by the results.

Vaya reported its improved results by copying the approach used in the Telecommunications Industry Ombudsman’s (TIO) quarterly "Complaints in Context" report, which shows complaint numbers as a proportion of telco’s service in operation (SIO) figures.

While Vaya is not one of the five telcos that voluntary take part in the Complaints in Context report, the company said it has "used the same reporting metric to track its results with previous quarters and compare its performance against the other self-nominated telcos that are part of the Contextualised Complaints report".

Using this calculation, Vaya says "there were 4.4 TIO complaints per 10,000 subscribers for Vaya in the April-June 2016 quarter".

Here’s the full breakdown:

Vaya quarterly comparison

When compared against the big three Aussie mobile telcos, Vaya says it "performs favourably with Telstra’s 6.8, Optus’s 7.7, and Vodafone’s 3.8 in the April-June 2016 quarter".

Of course, Vaya’s owner, amaysim, isn’t shy in saying that it "continues to be the customer satisfaction champion, with only 0.8 complaints per 10,000 subscribers reported in the same quarter".

It notes that "Vaya’s 4.4 is also well below the report average of 6.4 complaints per 10,000 subscribers, while the number of complaints increased for three of the five industry participants during the April quarter".

Maik Retzlaff, commercial director at Vaya, said: “amaysim has long been the leader when it comes to customer satisfaction, and joining the amaysim family has enabled Vaya to benefit from that expertise as it moves towards becoming an easy telco to deal with.

“We understand that offering a great price isn’t enough. We also need to offer a certain level of service, and as well as continuing to improve our plans, we’ve been rolling out changes to improve the Vaya customer experience. Clearly these changes have paid off, with our TIO complaints down significantly year on year.

“As excited as we are about these improvements, we’re even more excited about the journey ahead. Our TIO complaints are still much higher than amaysim’s, which tells us that we’ve got room to make further improvements but are moving in the right direction.”

Julian Ogrin, amaysim group chief executive, said Vaya’s massive reduction in TIO complaints is a credit to the company’s commitment to its customers, noting: “We’re really pleased to see how far Vaya has come in the short time it has been a part of the amaysim family, and we’re looking forward to helping the continued progress as it establishes itself as Australia’s leading price-focused mobile service provider.”


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