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Complaint statistics July–September 2013

12 December 2013

We received 35,756 new complaints - a decrease of 16 per cent compared to the previous quarter and a 5.3 per cent decrease compared to the same time last year. The last quarter with fewer complaints was October-December 2007, when we received 31,845 new complaints.

The quarter's results continue the trend in decreasing complaint numbers reported in our Annual Report.

Complaints about mobile services decreased markedly, with 19.9 per cent fewer than in the previous quarter and 11.7 per cent fewer than at the same time last year.

New landline complaints decreased 9.2 per cent compared to the previous quarter, but increased 3.2 per cent compared to the same time last year.

New internet complaints decreased 12.6 per cent compared to the previous quarter, but increased 6.8 per cent compared to the same time last year.

We have also recorded decreases in most issues categories. Consumers reported fewer complaints about our most common issues: customer service, billing and payments, and faults.

Complaints about faults decreased 30 per cent compared to the previous quarter, mainly due to fewer reports about faulty mobile services. This includes fewer complaints about mobile coverage, which decreased 41 per cent to 4,068 issues.

There were also 19.9 per cent fewer complaints made about faulty internet services and 15.6 per cent fewer complaints about faulty landline services, resulting from a decrease in reports about fully unusable services.

As a proportion of new complaints:

  • 52 per cent had a customer service issue
  • 45 per cent had a billing issue, and
  • 32 per cent had a fault issue.

Most providers' complaints have decreased compared to the previous quarter, including the three largest providers, which account for almost three quarters of all our new complaints. Optus also recorded a decrease year-on-year.

Provider
Complaints Jul-Sep 13
% change from Apr-Jun 13
% change from Jul-Sep 12
Telstra
14,235
-10%
5.7%
Vodafone
8,009
-28.4%
4.6%
Optus
3,805
-27.3%
-50.7%
 

 


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Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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