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Telco small business complaints-handling report 2022

Many small businesses depend on a working phone and internet service for their daily operation. Problems with these essential services can be costly. It is important businesses can complain to their telcos and have complaints handled in a timely and effective manner.

Under the Complaints Handling Standard, we audited how telcos are meeting the complaint response-time rules for their small business customers.

We collected information from 8 telcos for the 6-month period to November 2021. It included 3 large telcos (Telstra, Optus and Vodafone) and 5 other telcos (Aussie Broadband, Exetel, iiNet, M2 Commander and TPG Internet).

The details included:

  • small business customer numbers
  • the number of complaints from small business customers
  • how telcos determine if a customer is making a complaint
  • if they are meeting the complaint-handling timeframes.
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