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Contextualised complaint statistics 2012-13

18 March 2014

Consumers made 313.6 complaints to the TIO for every hundred thousand services in operation (SIO) in Australia in 2012-13.

While the total number of services in operation increased to 50.6 million in 2012-13, TIO complaints decreased to 158,652.

This is equivalent to 313.6 complaints per hundred thousand services in operation, and a decrease of 19.2 per cent compared to the previous year.

The figures have been compiled by the TIO comparing new complaint statistics against SIO figures published by the Australian Communications and Media Authority (ACMA) in its Communications Report for 2012-13.

Mobile services recorded the most significant decrease (27.8 per cent), with 300 complaints per hundred thousand services in operation.

Landline complaints had the second largest decrease (2.4 per cent), with 475.4 complaints per hundred thousand services in operation.

Internet complaints per hundred thousand services decreased 0.8 per cent to 254.3.

"The clear trend over the past three years is for fewer complaints per services in operation," Ombudsman Simon Cohen said. "The rate of increase in services has slowed, while TIO complaints have reduced. This trend is evidence that the increased focus on customer service by telcos is reducing the need for consumers to contact the TIO to resolve disputes."

The TIO used figures published in the ACMA's Communications Report series between 2010 and 2013, matching SIO categories with the service types the TIO tracks. However, the ACMA's SIO figures include all services in operation, while the TIO only accepts complaints from residential and small business consumers.

New complaints and services in operation

Graph for new complaints and services in operation

                                                                                                                       
Service typesNew TIO complaintsTelco services in operation (SIO)New complaints per 100k SIO% change of new complaints per 100k SIO from 2011-12
Landline*33,9407,139,000475.4-2.4%
Mobile**93,32831,090,000300-27.8%
Internet***31,43112,360,000254.3-0.8%
Total158,65250,589,000313.6-19.2%

New complaints per 100k services in operation

Graph for new complaints per 100k services in operation 

Notes

Sources:

Services in operation (SIO): Australian Communications and Media Authority Communications
Report series to match TIO service types.

TIO new complaints: TIO Annual Report 2012-13.

The TIO receives complaints from residential and small business consumers. The SIO data in the ACMA Communications Report series generally covers all services.

* TIO landline complaints include fixed line and voice over internet protocol (VOIP) services, mostly covered by the CSG Standard. A small proportion (1 per cent) of TIO landline complaints involves payphones, phone cards and land access. ACMA landline SIO data includes those covered by the Standard and home VOIP.

** TIO mobile complaints include voice, data accessed via smart mobile devices such as handsets and tablets, and mobile premium services. A small proportion (0.01 per cent) of TIO mobile complaints involves land access. ACMA mobile SIO data includes all mobile services with voice and data.

*** TIO internet complaints include data delivered via devices such as modems, dongles or data cards. A small proportion (0.1 per cent) of TIO internet complaints involves land access. ACMA internet SIO data excludes data accessed via smart mobile devices such tablets, and includes data accessed by dongles and data cards.

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