The ACMA welcomes another decrease in telecommunications consumer complaints.
The Telecommunications Industry Ombudsman recorded 35,756 complaints in the July-September quarter, the lowest quarterly level in almost six years.
‘It’s really pleasing to see a 16 per cent decrease in the TIO complaints data, which were released today,’ said ACMA Chairman, Chris Chapman. ‘This fall indicates that industry’s high level of compliance with the Telecommunications Consumer Protections Code is making a real difference. And, in several cases, it is equally pleasing to see industry participants going beyond the code requirements to deal with issues such as bill shock.’
New rules were implemented during the September quarter requiring alerts to be sent to customers when 50 per cent, 85 per cent and 100 per cent of a customer’s post-paid data allowance is used. Telstra, Optus and Vodafone are also required to send alerts when customers reach 50, 85 and 100 per cent of call and SMS allowances included in their post-paid mobile plan.
‘The ACMA held a forum on mobile network performance issues in November as part of its Reconnecting The Customer program, to consider approaches to reducing complaints on this subject,’ Mr Chapman added. ‘As the Ombudsman reports, complaints about mobile services decreased by 19.9 per cent in the September quarter and complaints about coverage decreased by 41 per cent. The ACMA’s approach will be to continue to support industry in reducing these complaints even further.
‘The ACMA also congratulates the TIO on its 20th anniversary and looks forward to working with the organisation cooperatively as set out in our recently refreshed MOU.’
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Media release 94/2013 - 17 December