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TIO complaints per provider decrease 4.5 per cent

30 March 2015

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

Telecommunications Industry Ombudsman
Mirjana Jovetic, TIO Communications Manager
(03) 8600 8378
mirjana.jovetic@tio.com.au

Communications Alliance
Lucy Chamberlain, Kreab Gavin Anderson
0402 106 613
lchamberlain@kreabgavinanderson.com

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