Quarter 1 Complaints Report (FY2020)

Ombudsman Judi Jones said, “I’m pleased to deliver the transition to quarterly reporting of phone and internet complaints. This regular reporting cycle will present a timely data snapshot and a deeper granularity on the issues impacting telecommunications consumers.

“This quarter’s result shows a slight increase of 6.3 per cent against the same period in 2018. It’s too early to tell if this signals an upward trend of complaints, but we will be monitoring this closely, along with the telecommunications industry, government and regulators.

“Consumers are telling us problems with their bill and the customer service they are receiving continue to be problematic. Delays with getting connected and no working phone or internet service were also recorded as key issues. Additionally, the problems we’re seeing with debt management relating to mobile phone services is concerning.

Ms Jones continued: “Our quarterly reporting of phone and internet complaints is one part of the story. Together with Communications Alliance’s Complaints in Context report, and the Australian Communications and Media Authority’s Telecommunication Complaints Handling report, there is a more complete picture of the consumer telco experience, and where it can be improved.”