Publishing comparative complaints data
The consultation seeks stakeholder comments on a TIO proposal to publish its complaints data in ways that provide greater context and are more useful to stakeholders, including service providers, consumers and regulators.
The Consultation Paper: Publishing comparative complaints data(PDF, 1.52Mb) outlines a proposed staged approach to publish TIO complaints data contextualised by the services in operation in the telecommunications industry:
- in the first year, publication of contextualised data at a ‘whole of industry’ level
- in the first year, and possibly subsequent to publication of ‘whole of industry’ data, publication would be extended to the 10 providers with the highest total number of TIO new complaints, drawing on data collected from providers by the TIO by mutual agreement, based on a survey model used by the ACMA, and
- in subsequent years, publication of contextualised data from a broader sample of providers.
The TIO has consulted key stakeholders on the proposed approach, namely the ACMA, ACCC, Communications Alliance and ACCAN. We have received feedback from these stakeholders:
- ACMA submission (PDF, 470.6 KB)
- ACCC submission (PDF, 1.2 MB)
- Communications Alliance submission (PDF, 83.3 KB)
- ACCAN submission (WORD, 813 KB)
The consultation closed on Friday, 11 October 2013.
We received the following submissions:
- Australian Communications Consumer Action Network (WORD, 95.8Kb)
- Communications Alliance (PDF, 1.5Mb)
- Consumer Action Law Centre (PDF, 111.6Kb)
- Consumer Credit Law Centre (WORD, 100.8Kb)
- Financial Counselling Australia (PDF, 313.9Kb)
- iiNet (PDF, 218.5Kb)
- Optus (PDF, 426.7Kb)
- Telstra (PDF, 114.1Kb)