Sobering new research from Ombudsman and CPRC reveals telco customers are doing it tough

New research commissioned by the Telecommunications Industry Ombudsman (TIO) shows more than 75 percent of Australians have experienced some form of vulnerability in the last 12 months.

The research, produced via a partnership between the Consumer Policy Research Centre (CPRC) and the TIO unearthed a suite of sobering assessments in relation to the vulnerability of the consumer market in the telecommunications industry.

The CPRC research revealed that 55 percent of Australians have experienced at least one problem with their telco in the last year – but of the quantum, 77 percent of customers chose not to make a complaint due to a sense that the process would be overwhelming.

Ombudsman Cynthia Gebert said that it is time for the sector to re-think how customers, particularly customers experiencing vulnerability, interact with telcos.

“This compelling research lends an empirical lens to what my Office has observed for a long time. Namely that too many people are finding it hard to get by – and that there is more for the industry to do to meet people where they are," she said.

People experiencing vulnerability may require additional support in disputing charges, negotiating with their telco, seeking options for redress, or making complaints about their telco.

“I believe the telco sector should, and must, do more to support customers who are doing it tough. The first step is to get the sector to pull together," she added.

In an address to telecommunication sector leaders in Melbourne yesterday Ombudsman Cynthia Gebert announced that she would be convening a Telecommunications Accessibility Task Force to address systemic barriers to accessibility.

The purpose of the group is to unite and coordinate sector efforts to better serve customers experiencing vulnerability. Expressions of interest can be submitted through the TIO website.

CPRC CEO Erin Turner said that this research should be a call to action for the telecommunications sector.

“The research underscores the need for a shift in how the telco industry listens and responds to customer concerns.”

“We found 55 percent of Australians have experienced a problem with a telco in the last 12 months and yet 46 per cent of people didn’t raise a complaint about a telco problem they experienced – this is a strong sign that consumers are losing trust in the sector," she added.

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Notes to Editor

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