Telco complaints to Ombudsman continue to decline

Residential consumers and small businesses made 21,489 complaints about phone and internet services, a decrease of over 11 per cent compared to the previous quarter. The seasonal comparison shows a 37 per cent decrease, a welcome decline after a significant increase in the same quarter last year.

Mobile was the most complained about service type with consumers expressing dissatisfaction with service coverage and quality. Complaints about internet services followed closely behind and increases were recorded in problems with reliability and slow data speeds.

Other quarter-on-quarter highlights from the Q1 results include:

• Complaints from small businesses fell almost 27 per cent to 3,000,
• Fault and connection complaints about services delivered over the NBN decreased 23 per cent to 5,929, and
• Optus, Dodo, Boost and Harbour ISP recorded increases in complaints.

Quote attributable to Ombudsman Judi Jones:

“This quarter’s results continue the positive trend for telcos and consumers. I encourage the telcos to stay this course, keep listening to consumers and actively work with their customers to fix problems as they arise. If the conversation breaks down, consumers should contact us, we’re free and here to help.”

Ends

Notes to Editors

For all media enquiries please contact the Media Team on 0437 548 540 or mediaenquiries@tio.com.au

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact tio.com.au or 1800 062 058.