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2017 Annual Report released

18 October 2017

The 2016-2017 Annual Report for the Telecommunications Industry Ombudsman is now avialable. 

Digital Version PDF Version

Publishing the Telecommunications Industry Ombudsman’s 2016/17 Annual Report today (18 October 2017), Ombudsman Judi Jones said, “The picture the complaints show is we are frustrated when we cannot rely on technology to stay connected, to be informed, and to do business. Sharing high quality videos immediately, holding an online meeting or watching Netflix on the way home, is now the norm and part of our daily routine.”


“For the first time, complaints about internet services are now higher than complaints about mobile phones. Residential consumers and small businesses still have too many complaints about their customer service, a bill or faults. Complaints about services delivered over the national broadband network more than doubled, and while this is somewhat to be expected given the accelerating rollout, the increase is a cause for concern. The national broadband network project is complex, and it is important all parties involved work together to ensure a great consumer experience.”


The financial accounts for the financial year 2016/17 will be presented at the Annual General Meeting (AGM) on 14 November 2017, and then shared publicly.

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