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​Telco complaints lower by another 4.5 percent

Australian telecommunications complaints have lowered for the fourth quarter in a row, despite teclos reporting that they have increased their customer numbers.
Written by Aimee Chanthadavong, Contributor

Overall telecommunications complaints in Australia have decreased by 4.5 percent during October to December 2014, the fourth quarter in a row that telco complaints have decreased, according to the Telecommunications Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance.

This comes after the results for the five participating providers -- Amaysim, iiNet, Optus, Telstra, and Vodafone -- saw a decrease in TIO complaints during July to September 2014, from 6.9 to 6.6 complaints per 10,000 services in operation (SIO). The 4.5 percent figure is also 13 percent less than in October to December 2013, when all participants recorded 7.6 complaints per 10,000 SIO.

Vodafone was the telco that saw the largest drop in complaints per 10,000 SIO. During the latest quarter, Vodafone reported that complaints per 10,000 SIO were 10.5, having almost halved over the past four quarters.

iiNet and Telstra complaints also decreased to 5.6 and 6.4, respectively, during the period.

"These results reflect the decrease in TIO complaints, which were at an eight-year low in October-December 2014. It is significant that this reduction comes at a time when the participating telcos have reported an increase in customers," said Ombudsman Simon Cohen.

Similarly, Communications Alliance CEO John Stanton said the results are a reflection of telcos improving their services.

"The decrease in the industry-wide ratio of complaints in context during calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers," he said.

However, both Amaysim and Optus reported that they saw complaints per 10,000 SIO increase slightly from the previous quarter. For Amaysim, it increased by 0.1 to 1.5, and Optus saw complaints climb 0.8 to 5.4.

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