Consumers made 31,297 new complaints to the Telecommunications Industry Ombudsman in the January-March 2016 quarter, the TIO reports today.
The result was a 32.8 per cent increase from the previous quarter, but a 5.6 per cent decrease from the same time last year.
"January-March is traditionally the TIO's busiest quarter, but we are experiencing a sharper than usual increase this year," Ombudsman Judi Jones said. "Overall, complaints are continuing to trend down."
View the Data Dashboard and Complaints Insights
In this reporting period, 30 percent (3,389 complaints) of cases returned unresolved after referral to a telco, in relation to issues such as poor customer service, problems with bills or equipment, and intermittent service or dropouts.
Commenting on the appointment, Ombudsman Cynthia Gebert said, “I congratulate Minister Wells on her appointment to the Communications portfolio.
The communications sector has made significant advancements in consumer safeguards and creating an even playing field for all participants in telecommunications. Now we look to the future, and I look forward to working with Minister Wells on building trust and confidence in Australia’s communications sector.
"I thank Minister Rowland for her contribution and wish her all the best in her new portfolio."
Infinity Telecom was referred to the ACMA by the Telecommunications Industry Ombudsman after a systemic investigation revealed breaches of multiple consumer safeguards including the ACMA Complaints Handling Standard and Consumer Information Standard, and the Telecommunications Consumer Protection (TCP) Code.
Complaints to the Telecommunications Industry Ombudsman decreased 16 per cent in July-September 2013, according to the latest issue of TIO Talks, released today.
The TIO recorded 35,756 new complaints. It has been almost six years since so few complaints were received in a quarter.
Complaints about mobile services decreased 19.9 per cent to 19,176. It’s the first quarter in more than three years that mobile complaints have dropped to less than 20,000. Complaints about coverage, the most common mobile user complaint, decreased 41 per cent to 4,068.
The Telecommunications Industry Ombudsman is now unable to take new complaints or progress unresolved or outstanding matters about Epic Broadband.
If you have a new complaint about direct debits made to Epic Broadband please address your concerns with your financial institution. The Australian Financial Complaints Authority may also help with complaints about payments or direct debits.
Posted 11 May 2021
Judi detailed how, due to the shutdown of overseas call centres, many telcos struggled to respond to their customers in the early stages of the pandemic, and this was the source of many financial issues for consumers. In this period, the TIO saw a 1500% year-on-year increase in consumers unable to contact their telco about an internet issue.
This Inquiry found the lack of an independent umpire is a significant gap in the consumer protection and regulatory framework. This gap leaves consumers and small businesses with no avenue to have their complaints about digital platforms independently resolved.
The TIO has long advocated for a modernised USO that considers the essential nature of mobile services, including in our submission to the 2024 Regional Telco Review. A modernised Universal Service Obligation (USO) should reflect how Australians are using and relying on telco services in practice.
Including mobile services as a baseline entitlement for Australians will better reflect community expectations around broader and more reliable access to mobile services.
Member and Community Services Manager Shaun Kingma was touched by the powerful stories he heard from residents. Many of these communities are still feeling the impacts of the 2020 bushfires.