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

* 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