The Communications Alliance has reported a decline in complaints on average for major participating telcos for the third quarter in a row, and the lowest ratio of complaints to services in operation since Q4 2015.
Based on complaints data provided by the Telecommunications Industry Ombudsman, the Comms Alliances charts complaints logged against telcos that participate in the survey as a proportion of the number of services that provider has in operation.
Telstra, Optus, Vodafone, Amaysim and Pivotel are the regularly charted telcos. In the final quarter of 2018’s data, only complaints against Telstra were up slightly, with 6.6 complaints per 10,000 services compared to the previous quarter’s 6.5. Optus’ complaints ratio was 6.9, down from 7.7, Vodafone was steady at 3.0, Amaysim was down to 0.5 from 0.8, and Pivotel was steady at 0.5.
The ratio for all participants, calculated by dividing participants’ total TIO new complaints by their total services in operation, was 6.0, down from 6.2 the previous quarter in July-September. The April-June quarter ratio was 7.5, while Jan-March was 9.3, which represented an increase from Q2 2017’s 8.7.
“A full year of improvement demonstrates without question that the hard work by telecommunications providers is reaping dividends for customers,” Communications Alliance chief executive John Stanton said.
“Some of the (industry regulator) ACMA’s new customer-service-focused instruments came into effect halfway through this period of improvement, while others commenced towards the beginning of this most recent quarter. This has been a multi-faceted effort, and collaboration between Industry, Government, and regulators has been an important part of this success.
“However, Industry will not rest on its laurels and will continue working to improve, and we hope to sustain this positive trend into 2019.”
The Complaints in Context report can be found here.
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