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Publishing comparative complaints data

Purpose

The consultation seeks stakeholder comments on a TIO proposal to publish its complaints data in ways that provide greater context and are more useful to stakeholders, including service providers, consumers and regulators.

Proposed approach

The Consultation Paper: Publishing comparative complaints data(PDF, 1.52Mb) outlines a proposed staged approach to publish TIO complaints data contextualised by the services in operation in the telecommunications industry:

  • in the first year, publication of contextualised data at a ‘whole of industry’ level
  • in the first year, and possibly subsequent to publication of ‘whole of industry’ data, publication would be extended to the 10 providers with the highest total number of TIO new complaints, drawing on data collected from providers by the TIO by mutual agreement, based on a survey model used by the ACMA, and
  • in subsequent years, publication of contextualised data from a broader sample of providers.

Early consultation

The TIO has consulted key stakeholders on the proposed approach, namely the ACMA, ACCC, Communications Alliance and ACCAN. We have received feedback from these stakeholders:

Submissions received

The consultation closed on Friday, 11 October 2013.

We received the following submissions:


Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614