Complaint issue categories

Complaint issue are recorded under several broad categories, which are broken down further by keywords. More detailed analysis and detailed descriptions of our keywords are provided in the following pages.

This year, mobile complaints took over from landlines as the service with the highest number of complaints. Landlines were the leading source of complaints in the 2006/07 year and also last year. The change reflects the increasing penetration and breadth of mobile services.

Complaints about mobile premium services increased slightly over the previous year (from 13 899 to 15 653). Complaints about these services declined significantly in the last quarter of 2009, which may reflect an early acknowledgement by providers of the tighter restrictions imposed by the Australian Communications and Media Authority from 1 July 2009.

While the most numerous, the growth rate in billing and payments complaint issues was third to complaint handling (130% increase) and credit management (118% increase) complaint issues.

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