Quarter 1 results show increase in phone and internet complaints
Ombudsman Judi Jones said, “I’m pleased to deliver the transition to quarterly reporting of phone and internet complaints. This regular reporting cycle will present a timely data snapshot and a deeper granularity on the issues impacting telecommunications consumers.
“This quarter’s result shows a slight increase of 6.3 per cent against the same period in 2018. It’s too early to tell if this signals an upward trend of complaints, but we will be monitoring this closely, along with the telecommunications industry, government and regulators.
“Consumers are telling us problems with their bill and the customer service they are receiving continue to be problematic. Delays with getting connected and no working phone or internet service were also recorded as key issues. Additionally, the problems we’re seeing with debt management relating to mobile phone services is concerning.
Ms Jones continued: “Our quarterly reporting of phone and internet complaints is one part of the story. Together with Communications Alliance’s Complaints in Context report, and the Australian Communications and Media Authority’s Telecommunication Complaints Handling report, there is a more complete picture of the consumer telco experience, and where it can be improved.”
NOTES TO EDITORS
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About the Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact www.tio.com.au or 1800 062 058.
The Telecommunications Industry Sector
The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) http://www.acma.gov.au Media enquiries to 02 9334 7719, 0434 652 063 or firstname.lastname@example.org and the Australian Competition and Consumer Commission (ACCC) https://www.accc.gov.au Media enquiries to 1300 138 917, email@example.com
Government and the regulators set policy and regulations for the telecommunications sector.
The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. http://accan.org.au/index.php Media enquiries to 0409 966 931 or 02 9288 4000.
The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.