NBN Co is planning to pay telcos for every complaint made to the telecommunications ombudsman about a scheduling problem in addition to rebates for failure to appear at appointments.
Complaints about phone and internet services have continued to drop for the quarter January to March 2021, according to the latest Telecommunications In.
Date Time
Phone and internet complaints remain steady, with seasonal comparisons showing decline
Between January and March 2021, residential consumers and small businesses made 30,393 complaints about phone and internet services. This is a decrease of 0.3 per cent compared to the previous quarter, and 6.1 per cent compared to the same quarter last year.
The Telecommunications Industry Ombudsman’s Quarter 3 (Q3) 2020-21 Complaints Report published today (Wednesday 2 June 2021) shows mobile continues to be the most complained about service type, accounting for 35 per cent of all complaints. This is the highest proportion in the last five quarters.
Problems with inadequate fault testing has emerged as an issue for all consumer types. This is when a provider fails to troubleshoot a problem with a consumer, or the consumer is not satisfied with the provider’s fault testing.
iTWire Wednesday, 02 June 2021 15:02 Comms Alliance welcomes reduction in telco complaints, TIO responds, MacTel comments
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Australia s Communications Alliance has welcomed the continuing trend of reduced volumes of telco-related complaints to the industry ombudsman.
Figures released today by the Telecommunications Industry Ombudsman (TIO) report show that complaints in the three months to end-March 2021 were down 6.1% on the same quarter last year, and also slightly lower than the previous quarter – building on a trend of improvement during the past 12 months.
The report also showed a significant quarterly drop of 38% in complaints from customers about difficulty in contacting their service provider.