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TIO complaints in context lowest in 18 months

12 November 2015

The result for all participating providers, 6.5 complaints per 10,000 services in Operation (SIO), has decreased 9.7 per cent when compared to January-March 2015 (7.2) and 14.5 per cent when compared to April to June 2014 (7.6). 
These results reflect the overall decrease in TIO new complaints, which reduced by 10.5 per cent during 2014-15. This is the lowest level of new complaints since 2007-08. 
Complaints per 10,000 services about Vodafone continued to decline for the sixth consecutive quarter, from 8.6 last quarter to 6.3 in April-June 2015, and down from 14.3 in April-June 2014. Telstra recorded its best Complaints in Context result to date with 6 complaints per 10,000 SIO. 
The Complaints in Context report is a quarterly release jointly published by the TIO and Communications Alliance. The April-June report can be found on the TIO website and Communications Alliance website

New complaints per 10,000 services in operation  

Provider Jan-Mar 2014 Apr-Jun 2014 Jul-Sep 2014 Oct-Dec 2014 Jan-Mar 2015 Apr-Jun 2015
Telstra 7.1 7.2 6.8 6.4 6.9 6
Optus 5.4 5.2 4.6 5.4 7.3 8.5
Vodafone 19.3 14.3 12.2 10.5 8.6 6.3
Amaysim 1.4 1.3 1.4 1.5 1.5 1.8
Pivotel 2.4 1.4 3.2 1.6 2.2 1.8
All participants* 8.3 7.6 6.9 6.6 7.2 6.5

*Calculated by dividing participants’ total TIO new complaints by participants’ total SIOs. Figures may change when there is a change in provider participants.

Communications Alliance Telecommunications Industry Ombudsman

Lucy Chamberlain, Kreab
0402 106 613
lchamberlain@kreab.com 

Mirjana Jovetic, TIO Communication Manager
03 8600 8378
mirjana.jovetic@tio.com.au

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