iTWire Monday, 17 May 2021 23:57 TIO investigation finds poor sales practices, hidden costs and unclear information affecting telco consumers
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online information about telco products and services can be difficult to find and understand,
telcos do not always responsibly promote or sell their products and services, and
consumers sometimes unknowingly sign up for products or services they do not need.
Complaints to the TIO can be the tip of the iceberg, according to the organisation.
In one case. the TIO reports receiving just under 100 complaints about a telco’s selling practices during a promotion. After the TIO began looking into these complaints, the telco recognised the problem was widespread and credited a total of more than $1.4 million to over 10,000 affected consumers. The telco also improved its processes for future promotions.
The Telecommunications Industry Ombudsman's (TIO) latest systemic investigation report reveals the problems with telco sales practices that can lead to.
iTWire Saturday, 15 May 2021 22:32 Comms Alliance says decreasing rates of telco complaints continue in latest Q1 2021 report
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It s reportedly only a small decrease in complaint rates, but at least complaints are down, and not up.
The report details the complaints received by the Telecommunications Industry Ombudsman (TIO) per 10,000 Services in Operation (SIO) for participating service providers for each quarter.
This index allows comparison of the customer service and complaint handing performance of providers, regardless of their size. For all participating service providers, there were 6.9 complaints per 10,000 SIOs, a decrease from the 7.0 ratio in the October – December quarter. Individual provider results were mixed, with some falling and others remaining steady or rising. As report participants change each year for the October – December quarter, the overall ratio is not directly comparable to prior years.
NBN retail service provider Epic Broadband has revealed it has gone into liquidation, according to an advisory from the Telecommunications Industry Ombu.