Phone and internet complaints 'turning a corner'

RESIDENTIAL consumers and small businesses made 167,831 complaints to the Telecommunications Industry Ombudsman in the last financial year (July 1, 2017 to June 30, 2018).

Complaints about phone and internet services increased by 6.2 percent for the full year, however, complaints dropped by 17.8 percent in the final quarter (April to June 2018) compared with quarter three (January to March 2018).

Publishing the Telecommunications Industry Ombudsman’s 2017/18 Annual Report on October 17, Ombudsman Judi Jones said, “The number of complaints about telecommunications services in Australia appear to be turning a corner.

“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 Telecommunications Industry Ombudsman 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.”

Complaint highlights for the period July 1, 2017 to June 30, 2018 include:

• 167,831 total complaints were received, an increase of 6.2 percent.
• Complaints overall dropped 17.8 percent in Q4 of 2017/18 compared with Q3.
• 146,958 complaints (87.6 percent) were from residential consumers.
• 20,433 complaints (12.2 percent) were from small businesses.
• Complaints from small businesses increased 8.7 percent in 2017/18 to 20,433.
• 52 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.
• 51,328 complaints were about mobile phone services (30.6 percent), followed by complaints about multiple services 49,875 (29.7 percent).
• 14,589 complaints were recorded in 2017/18 about establishing a connection to the National Broadband Network. Between January 1 and June 30, complaints per 1,000 premises added to the Network decreased from 9.2 to 9.0.
• 27,008 complaints were recorded in 2017/18 about Service Quality on the National Broadband Network. Between 1 January and 30 June complaints per 1,000 premises added to the Network decreased from 4.1 to 3.2

Complaints about Landline, Mobile, Internet, Multiple Services and Property*

• 51,328 complaints (30.6 percent) were recorded about mobile phone services.
• 49,875 complaints (29.7 percent) were recorded about multiple services*.
• 46,703 complaints (27.8 percent) were recorded about internet services.
• 18,736 complaints (11.2 percent) were recorded about landline phone services.
• 1,189 complaints (0.7 percent) were recorded about property.

ends