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Quarterly figures increase, year-on-year results improve

28 July 2016

Telco complaints to the TIO as a proportion of services in operation dropped 3.1 per cent in the July-September quarter to 6.2 complaints per 10,000 services in operation (SIO).

This represents a 16.4 per cent increase on the 5.5 complaints per 10,000 SIO during the same period in 2015.

The July-September reduction was driven by improvements in the number of complaints per SIO for both Telstra and Optus.

Other participating telcos registered increases in their TIO complaints per 10,000 SIO this quarter. Vodafone’s result of 6.2 matched the average result across all participants.

Complaints in Context is a quarterly report jointly published by the TIO and Communications Alliance. It can be found on the TIO website and the Communications Alliance website.

Provider

New complaints per 10,000 services in operation

Jan-Mar

2015

Apr-Jun

2015

Jul-Sep

2015

Oct-Dec

2015

Jan-Mar

2016

Apr-Jun

2016

Telstra

6.9

6

5.5

4.9

6.4

6.8

Optus

7.3

8.5

6.7

5.9

7.9

7.7

Vodafone

8.6

6.3

4.1

3.5

3.7

3.8

amaysim

1.5

1.8

0.9

0.7

1

0.8

Pivotel

2.2

1.8

1.5

0.8

0.8

1

All participants*

7.2

6.5

5.5

4.8

6.2

6.4

* Calculated by dividing participants’ total TIO new complaints by participants’ total SIO. Figures may change when there is a change in providers participating in Complaints in Context.

Media queries

Communications Alliance

Telecommunications Industry Ombudsman

Amanda Buckley, Kreab

0419 801 349

abuckley@kreab.com

Mirjana Jovetic, Communications Manager

03 8600 8378

mirjana.jovetic@tio.com.au

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