TIO complaints per provider decrease 4.5 per cent
TIO complaints per 10,000 services in operation (SIO) decreased for the fourth consecutive quarter in October-December 2014.
The result for the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) is a 4.5 per cent decrease when compared to July-September 2014, from 6.9 to 6.6 complaints per 10,000 SIO. This figure is also 13 per cent less than in October-December 2013, when all participants recorded 7.6 complaints per 10,000 SIOs.
“These results reflect the welcome decrease in TIO complaints, which were at an eight-year low in October-December 2014, and are part of a three-year decline in complaints,” Ombudsman Simon Cohen said.
The telecommunications industry’s peak body, Communications Alliance, also welcomed the results.
“The decrease in the industry-wide ratio of complaints in context during calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers,” Communications Alliance CEO John Stanton said.
The Complaints in Context report is a quarterly release jointly published by the TIO and Communications Alliance. The October-December report can be found on the TIO website, www.tio.com.au and Communications Alliance website, www.commsalliance.com.au
New complaints per 10,000 services in operation
| Provider | Jul-Sep 2013 | Oct-Dec 2013 | Jan-Mar 2014 | Apr-Jun 2014 | Jul-Sep 2014 | Oct-Dec 2014 |
|---|---|---|---|---|---|---|
| amaysim | 2.5 | 1.6 | 1.4 | 1.3 | 1.4 | 1.5 |
| iiNet | 6 | 4.9 | 6.7 | 7.1 | 5.7 | 5.6 |
| Optus | 6.3 | 5.2 | 5.4 | 5.2 | 4.6 | 5.4 |
| Telstra | 6.8 | 6.4 | 7.1 | 7.2 | 6.8 | 6.4 |
| Vodafone | 16 | 18 | 19.3 | 14.3 | 12.2 | 10.5 |
| All participants* | 7.9 | 7.6 | 8.2 | 7.6 | 6.9 | 6.6 |
* Calculated by dividing participants’ total TIO new complaints by participants’ total SIOs
The report is at the TIO website, www.tio.com.au and Communications Alliance website, www.commsalliance.com.au