Slow data speed was the top reason internet users made complaints to the Telecommunications Industry Ombudsman (TIO) in July-September 2015, according to the TIO’s quarterly statistics, released today.
The TIO received 1,663 new complaints about slow data speeds during the period, 8.5 per cent fewer than in the previous quarter, but 66.3 per cent more than at the same time last year.
Consumers reported a range of issues about slow data speeds.
We look for ways to reach people, small businesses, and communities who need our help by finding and connecting with community organisations. We build relationships with organisations who have built trust with the communities they support.
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In March 2020, we established a consumer panel to provide us with access to diverse consumer perspectives to inform our work.
The purpose of the Consumer Panel is to provide us with feedback about the individual and small business consumer experience of phone and internet services and products, and how we handle complaints.
The insights gained will also help us inform our members, internet and phone providers, about current consumer issues about dispute resolution.
The TIO’s contact centre hours were previously aligned with Victorian and New South Wales time zones – Australian Eastern Daylight Time and Australian Eastern Standard Time. For members and consumers based in Western Australia, this only allowed a narrow timeframe to discuss a case, with a five to six hour window instead of the eight and a half hour standard work day.
Tracking how we perform against our goals ensures the TIO can adapt and grow in a changing communications environment, maintaining what’s working well and updating what’s not. As technology changes, and needs and expectations change with it, we remain focused on the future and providing a valuable service for all consumers, community and industry.
We’re committed to keeping you informed when we meet and surpass our benchmarks and highlighting the areas for improvement as we work towards our goals.
ENDS
For all media enquiries please contact Sarah Carnovale on 0437 548 540 or mediaenquiries@tio.com.au.
If you have been impacted by the data breach, you should contact Sumo first
If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.
Consumers who have been affected by the data breach, and where Sumo has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.
The telecommunications industry has a set of minimum standards for service providers called industry codes of practice. Created by the industry, these codes contain rules about various situations involving telecommunications.
These rules can help service providers understand consumer complaints and decide on the appropriate way to resolve complaints and may also help providers identify recurring and systemic issues and improve their practices generally.
The Telecommunications Industry Ombudsman (TIO) has reported for the first time on NBN-related complaints in its Annual Report, released today.
Consumers made 3,982 new NBN-related complaints during the 2013-14 financial year. Most were about new connection delays, with 1,122 internet users and 783 landline consumers reporting a delay. More than 500 consumers complained about missed appointments.