TIO Annual Report 2004/05

Mobile Service Issues (Overview)

Overview – 40,254 issues raised
Mobile service complaints grew more than the other two principal categories in 2004/05 (up by 87.5% to 40,254). For the first time, in the March quarter 2005, mobile complaints exceeded those for landlines: 42.9% of all complaints, against 41.6% for landlines. The order was reversed in the June quarter and there were more landline complaints than those for mobiles over the full year.

The rapid increase in mobile complaints was broadly based with substantial rises across most categories, largely but not wholly due to the growth of the mobile market, with the number of mobile handsets now exceeding that of landline services.

Billing complaints more than doubled — from 4,756 to 10,095 — with the most significant contributor to this category being complaints about premium-rate SMS services. Fault issues also doubled from 3,692 to 7,379, with a very high number – 2936 – about 3G services.

In 2004/05, the TIO commenced a second systemic investigation of Hutchison 3G Australia about the high number of fault complaints received about 3G. The TIO also raised concerns with Hutchison 3G Australia about its compliance with ACIF’s Complaint Handling Code. These investigations have only just been finalised and the matters have been referred to ACMA for consideration.

Customer service complaints trebled to 6,639. Again, this can mainly be attributed to a small number of members, with a high proportion relating to the failure of members to action requests and to inadequate or incorrect advice given at point of sale and/or from customer service departments.

Credit control complaints continued the upward trend reflected in the last two reports, with a further increase of 60.5%. Complaints reflect issues with providers’ debt recovery practices and the continued difficulties some customers have making appropriate payment arrangements.

Complaints about the porting of mobile service numbers more than doubled to 714; most of the issues recorded in this category relate to delays.

Directories complaints also more than doubled, from 20 complaints to 48. Most were associated with errors in White Pages listings.
Privacy and provisioning complaints almost doubled. The privacy complaints reflect a growing concern in the community about telemarketing of goods and services, including telecommunications services.

Notably, complaints about contracts increased at a lower rate than other categories, with an increase of 48.5%. Half of these complaints related to incorrect or inaccurate advice provided at the point of sale.

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