Phone and internet complaints decline for fifth consecutive period

Residential consumers and small businesses made 18,386 complaints, a decrease of 14.2 per cent compared to the previous quarter, and 39.7 per cent compared to the same period last year. 

Complaints have declined across all service types, with internet complaints decreasing 20.4 per cent. However, the decline in mobile complaints was less significant at just 4.7 per cent. This meant mobile became the most complained about service type, with 42 per cent of all complaints being about mobile services.

In this quarter, complaints about a telco not meeting an agreed resolution increased by 9.4 per cent, and complaints about misleading conduct from a telco increased by 7.7 per cent.

Other key points include:

• Complaints from small businesses fell more than 13 per cent compared to the previous quarter
• The volume of fault and connection complaints decreased by 1388 to 8945 complaints this quarter
• Many telcos saw significant decreases in complaints, with Telstra complaints declining 50 per cent and Optus complaints declining 23 per cent compared to the same quarter last year.

Quote attributable to Ombudsman Judi Jones:

“In my six years as the Telecommunications Industry Ombudsman, we have worked closely with our members to reduce phone and internet problems for residential consumers and small businesses. After a spike in complaints in 2018, it’s very pleasing to see continual decreases in complaints. Working together has made a real difference to consumers.

“I encourage telcos to continue to work with consumers to resolve their problems. And as always, if the conversation breaks down, contact my office. We’re free and here to help.”

Ends