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Complaint statistics October-December 2013

18 March 2014

New complaints about mobile coverage dropped more than 30 per cent in October-December 2013, bringing one of the most common consumer issues reported to the TIO to a three-year low.

Consumers reported 2,812 coverage issues in October-December 2013, the lowest since July-September 2010, when we recorded 2,052 mobile coverage issues. Consumers reported less than half the number of new coverage issues than just six months before (see graph for mobile fault complaint issues).

We received 18,234 new complaints about mobile services overall, a 4.9 per cent reduction, with fewer reports of issues such as inadequate spend controls and bill disputes.

The reduction of mobile phone complaints comes amid a continuing decrease in overall new complaints. Consumers made 33,351 new complaints in October-December 2013, 6.7 per cent fewer than in July-September, and 12.9 per cent fewer than at the same time in 2012.

Complaints about landline services decreased 9.2 per cent to 7,701 and complaints about internet services decreased 9.1 per cent to 6,984 compared to July-September 2013.

Internet and landline service complaints are at their lowest since October-December 2006.

There were fewer reports across most issues categories we track. We recorded 14.9 per cent fewer customer service issues, 6.2 per cent fewer billing issues and 17 per cent fewer faults issues. 

Graph for mobile fault issues October-December 2013 

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Next step?              

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