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TIO complaints in context increase over summer but reduce year-on-year

27 May 2015

Complaints made to the TIO as a proportion of telcos’ services in operation increased during January March 2015, compared to the previous quarter – but dropped by 12.2 per cent compared to the same period last year, according to the Telecommunications Complaints in Context report released today.  

In January-March 2015, TIO complaints in context increased by 9.1 per cent to 7.2 complaints per 10,000 services in operation (SIO).  The quarterly rise reflects the usual trend of increased fault complaints about fixed-line services over the summer months.  

Significantly, the aggregate result across the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) was a 12.2 per cent decrease on the 8.2 complaints per 10,000 SIO recorded in the same quarter last year. This reflects the long-term reduction in complaints made to the TIO.

Complaints per 10,000 services for Vodafone in particular reduced, with fewer complaints in context both quarter on quarter and year on year. Increases in landline and internet fault complaints for a number of the other service providers contributed to more complaints per 10,000 SIO when compared to the previous quarter.

The Complaints in Context report is a quarterly release jointly published by the TIO and Communications Alliance. The January-March report can be found on the TIO website, and Communications Alliance website

New complaints per 10,000 services in operation 

Provider Oct-Dec 2013 Jan-Mar 2014 Apr-Jun 2014 Jul-Sep 2014 Oct-Dec 2014 Jan-Mar 2015
amaysim 1.6 1.4 1.3 1.4 1.5 1.5 
iiNet 4.9 6.7 7.1 5.7 5.6 7.5
Optus 5.2 5.4 5.2 4.6 5.4 7.3 
Telstra 6.4 7.1 7.2 6.8 6.4 6.9 
Vodafone 18 19.3 14.3 12.2 10.5 8.6 
All participants* 7.6 8.2 7.6 6.9 6.6 7.2
* Calculated by dividing participants’ total TIO new complaints by participants’ total SIOs

Telecommunications Industry Ombudsman
Mirjana Jovetic, TIO Communications Manager
03 8600 8378
mirjana.jovetic@tio.com.au

Communications Alliance
Lucy Chamberlain, Kreab
0402 106 613
lchamberlain@kreab.com

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