Telco Complaints Decline In September Quarter

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Telco complaints have dropped further in the September quarter, according to figures published by the Telecommunications Industry Ombudsman (TIO) and the Communications Alliance.The Telecommunications Complaints in Context report shows that complaints as a proportion of telcos’ services in operation (SIO) dropped a further 15 per cent in the quarter.

For all participating providers, the result of 5.5 complaints per 10,000 SIO decreased 15.4 per cent when compared to April-June 2015 (6.5), with this down 20.3 per cent compared to July-September 2014 (6.9).

For the period, all industry participants’ complaints per 10,000 SIO decreased, with Telstra recording its lowest result to date at 5.5, down from 6.8 year-on-year and 6 in the previous quarter.

Vodafone’s result (4.1 complaints per 10,000 SIO) was almost a third of that reported in the same period last year (12.2) and down from 6.3 in the previous quarter, while Optus’ complaints in context decreased to 6.7 from 8.5 in the previous quarter, rising from 4.6 year-on-year.

Among other providers, amaysim saw its complaints drop from 1.4 to 0.9 per 10,000 SIO year-on-year, down from 1.8 in the previous quarter and Pivotel from 3.2 to 1.5 year-on-year (down from 1.8 in the previous quarter).

The TIO noted that complaints in context results “reflected the overall trend of reduced complaints to the TIO, which fell 14.8 per cent year-on-year to the lowest level since July-September 2006”.

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