Australian telco complaints continue to decline in 2024

Complaint numbers for Australia's telecommunications companies have continued their year-on-year decline, according to the latest Communications Alliance Complaints-in-Context Report.

The report's newest data reveals there were 2.7 Telecommunications Industry Ombudsman (TIO) complaints per 10,000 services in operation (SIO) on the networks of participating communications providers during the April to June 2024 quarter. This equates to one complaint for every 3,704 services in operation.

This figure represents a decrease from the previous quarter, which saw 3.1 complaints per 10,000 SIO. Under co-regulatory arrangements in the Telecommunications Consumer Protections (TCP) Code, participation in Complaints-in-Context reporting is mandatory for the ten telecommunications providers identified by the TIO as having the largest number of phone and internet complaints in the previous financial year. Other telcos can choose to participate voluntarily.

John Stanton, CEO of Communications Alliance, commented on the report's findings: "These numbers represent further improvements in consumer outcomes and continuing evidence of the industry's commitment to service quality and customer care. The Telecommunications Industry Ombudsman data, which it publishes each quarter, have shown a consistent decline, year-by-year, in complaints received about telecommunications services."

Stanton highlighted the importance of the Complaints-in-Context report, saying, "Our Complaints-in-Context report provides context for these data, allowing comparison of the customer service and complaint-handling performance of different service providers, regardless of their size, by providing a ratio of complaints to services in operation. It was introduced to make complaint numbers more transparent and meaningful and to create an additional driver of competition in the area of customer service."

Communications Alliance, the primary communications industry body in Australia, encourages any Retail Service Provider (RSP) interested in joining the index to contact them for additional information. The industry body facilitates various stakeholder initiatives, focusing on achieving high standards in business behaviour and enhancing connectivity for all Australians.

The TCP Code, which governs these arrangements, is currently under review and revision to ensure it remains up-to-date and effective in fostering the highest standards in the industry. Details of this process and more information about the complaints-in-context reporting can be found on the Communications Alliance website.

The decline in complaints is seen as an indicator of ongoing improvements in the telecommunications industry, reflecting a commitment to enhancing the quality of customer service and addressing consumer needs effectively. The context provided by such reports is valuable in understanding and comparing the performance of various service providers, promoting a healthier competitive environment in the sector.