Tuesday, 15 December 2015 11:49

Telcos get credit for improved performance, drop in services complaints Featured

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The Communication Alliance has lauded the telecommunications industry for an improved performance in delivery of services to customers as new figures published today show that consumer complaints to telcos about services have dropped significantly.

Communications Alliance CEO, John Stanton, welcome further improvement in industry performance after the Telecommunications Industry Ombudsman (TIO) today published a report – as reported by iTWire - showing that telecommunications consumer complaints have fallen to their lowest level in nine years during the July-September quarter.

The TIO reveals that complaints in the quarter were 14.8% below the corresponding period last year and the lowest since the same period in 2006.

Stanton said the improved performance by the industry had seen complaint levels drop by more than 40% in recent years.

“The latest results featured a 50% drop in complaints about excess data charges – underlining the success of improved spend management tools for customers and the industry’s drive to tailor mobile and data plans that avoid the risk of customers incurring such charges,” Stanton said.

“The figures also point to a greatly improved experience for consumers who are migrating their services to the National Broadband Network (NBN). NBN-related complaints to the TIO rose by 4.6% during the quarter, but the number of active premises connected to the NBN rose by 26% during the same period.

“Clearly the efforts of service providers and NBN Co, combined with the Government’s Migration Assurance Police and the migration guidelines put in place by Communications Alliance, are combining to greatly reduce the incidence of issues when customers shift their services onto the NBN."

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Peter Dinham

Peter Dinham - retired in 2020. 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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