Telco customer complaints drop almost 14% year-on-year

Australian telcos’ performance prompted 7.2 complaints to the TIO for every 10,000 Services in Operation (SIO) during Q1 2020, according to research from the Communications Alliance.

The latest Complaints-in-Context report features an expanded list of participants, enabling comparison of telcos’ customer service and complaint handling performance for the last three quarters.

Communications Alliance CEO John Stanton said the research was a valuable tool for driving quality improvements across the sector.

“Complaints-in-Context is the most comprehensive tool Australian consumers have ever had to directly compare the performance of all the major telcos,” he said.

“Although the expansion means we can’t compare these contextualised results to previous years, the TIO’s most recent quarterly report, for example, showed that total complaints to the Ombudsman had dropped nearly 14% in comparison to the Jan–Mar quarter last year.”

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