Investigating complaints about essential mobile services
20th Jul 2022
Summary
The Telecommunications Industry Ombudsman (TIO) today released a report highlighting the key drivers behind complaints about mobile services. The report is in response to a shift in complaint trends, with mobile services becoming the dominant complaint type.
The report “Investigating complaints about essential mobile services” identifies four key problems driving complaints about mobile services. These are:
- Mis-selling mobile services leads to poor outcomes for consumers
- Information about mobile service reliability is not always provided
- Customer self-service is not accessible to all consumers
- Automatic payment methods can result in loss of service or disadvantage