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Whole-of-industry complaints drop in 2014-15

29 April 2016

TIO complaints in 2014-15 reduced while the number of telco services in operation (SIO) in Australia increased.

The TIO compared its annual complaint statistics with SIO figures published in the Australian Communications and Media Authority's Communications Report fromDecember 2015 to obtain a ratio of complaints per 10,000 SIO.

Consumers made 24.2 complaints per 10,000 SIO across the telco industry in 2014-15, the TIO can report following data published by the telco regulator. The result is 12 per cent less than the previous years’ 27.5 complaints per 10,000 SIO.

In 2014-15, SIO increased 1.7 per cent to 51.3 million landline, internet and mobile services used by personal and small business consumers. The previous financial year, there were almost a million fewer SIO in Australia (50.5 million)

Mobile and internet complaints drop, but landline complaints increase

Complaints about mobile services dropped 23 per cent, with a ratio of 18.3 per 10,000 SIO, compared to 23.7 in 2013-14. The TIO's 2014-15 annual report commented that complaints about mobile services decreased as a result of improvements in key areas such as coverage and excess data charges.

Landline complaints to the TIO increased 0.9 per cent in 2014-15 although the number of fixed services in use by Australian consumers has decreased steadily over the past four years. As a proportion of services, there were 50.7 complaints per 10,000 landlines in 2014-15, 3.6 per cent more than in the previous financial year. Common issues consumers brought to the TIO included delays in repairing faults or connecting new services.

Internet complaints as a proportion of services had a minor decrease of 0.1 per cent, with a ratio of 24.9.

New complaints and telco services in operation (SIO)

 TIO complaints compared to telco services in operation

 

TIO complaints per 10,000 SIO

New complaints per 10k SIO by service type

Service types

New TIO complaints 2014-15

Telco SIO 2014-15

New complaints per 10k SIO

Percentage change from 2013-14

Landline*

34,599

6,830,000

50.7

3.6%

Mobile**

57,983

31,770,000

18.3

-23.0%

Internet***

31,835

12,770,000

24.9

-0.1%

Total

124,417

51,370,000

24.2

-12.0%

Notes

Sources:

  • SIO data: ACMA Communications Report
  • TIO new complaints: TIO Annual Report 2014-15

The TIO receives complaints from residential and small business consumers. The SIO data in the ACMA Communications Report series generally covers all services, therefore the data has been adjusted to match TIO service type categories.

* TIO landline complaints include fixed line and voice over internet protocol (VOIP) services, the majority of which are covered by the Customer Service Guarantee Standard. A small proportion (1.1 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 (0.02 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 (0.3 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.

2014-15 complaints in context are being reported for the first time as a ratio per 10,000 services. This compares to previous years, in which we reported ratios per 100,000 services. Previous years' results have been adjusted accordingly.

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