Telco complaints hit nine-year low as NBN migration bares fruit

Complaint levels have dropped 40 per cent in recent years according to TIO figures

Telecommunications consumer complaints to the industry ombudsman have fallen to their lowest level in nine years during the most recent quarter according to figures released by the Telecommunications Industry Ombudsman (TIO).

The figures show that complaints in the July-September 2015 quarter were 14.8 per cent below the corresponding period last year and the lowest since the same period in 2006.

Communications Alliance chief executive, John Stanton, welcomed improvement in industry performance, which has seen complaint levels drop by more than 40 per cent in recent years.

“The latest results featured a 50 per cent drop in complaints about excess data charges underlining the success of improved spend management tools for customers and the industry’s drive to tailor mobile and data plans that avoid the risk of customers incurring such charges,” he said.

“The figures also point to a greatly improved experience for consumers who are migrating their services to the National Broadband Network (NBN). NBN-related complaints to the TIO rose by 4.6 per cent during the quarter, but the number of active premises connected to the NBN rose by 26 per cent during the same period.

“Clearly the efforts of service providers and NBN Co, combined with the Government’s Migration Assurance Policy and the migration guidelines put in place by Communications Alliance are combining to greatly reduce the incidence of issues when customers shift their services onto the NBN,“ Stanton added.

The TIO also reported that complaints about delays in connecting to the NBN dropped by more than 14 per cent during the quarter.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags NBNCommunications AllianceTelecommunications Industry Ombudsman (TIO)complaints

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Chris Player
Show Comments

Cool Tech

Bang and Olufsen Beosound Stage - Dolby Atmos Soundbar

Learn more >

Toys for Boys

ASUS ROG, ACRONYM partner for Special Edition Zephyrus G14

Learn more >

Nakamichi Delta 100 3-Way Hi Fi Speaker System

Learn more >

Sony WF-1000XM3 Wireless Noise Cancelling Headphones

Learn more >

Family Friendly

Philips Sonicare Diamond Clean 9000 Toothbrush

Learn more >

Mario Kart Live: Home Circuit for Nintendo Switch

Learn more >

Stocking Stuffer

Teac 7 inch Swivel Screen Portable DVD Player

Learn more >

SunnyBunny Snowflakes 20 LED Solar Powered Fairy String

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Tom Pope

Dynabook Portégé X30L-G

Ultimately this laptop has achieved everything I would hope for in a laptop for work, while fitting that into a form factor and weight that is remarkable.

Tom Sellers

MSI P65

This smart laptop was enjoyable to use and great to work on – creating content was super simple.

Lolita Wang

MSI GT76

It really doesn’t get more “gaming laptop” than this.

Jack Jeffries

MSI GS75

As the Maserati or BMW of laptops, it would fit perfectly in the hands of a professional needing firepower under the hood, sophistication and class on the surface, and gaming prowess (sports mode if you will) in between.

Taylor Carr

MSI PS63

The MSI PS63 is an amazing laptop and I would definitely consider buying one in the future.

Christopher Low

Brother RJ-4230B

This small mobile printer is exactly what I need for invoicing and other jobs such as sending fellow tradesman details or step-by-step instructions that I can easily print off from my phone or the Web.

Featured Content

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?