ACMA reveals telco complaints | ACMA

ACMA reveals telco complaints

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The Australian Communications and Media Authority (ACMA) released its first Telecommunications complaints handling report today.

‘For the very first time, information about complaints made by customers directly to their telco has been collated by the ACMA,’ said ACMA Chair Nerida O’Loughlin. ‘This report shines further light into the telco industry’s handling of the problems their customers are facing.’

The ACMA’s report covers the period July to December 2018. Among its findings, the report shows that:

  • mobile services had the highest number of services in operation (30.1 million) yet the lowest rate of complaints
  • voice only services delivered by telcos over the NBN (using VoIP technology) had the lowest number of services in operation (275,753) but the highest rate of complaints
  • the rate of complaints about broadband services delivered by telcos over the NBN is 40 per cent lower than for services delivered over non-NBN networks
  • the highest rate of complaints about broadband services delivered by telcos over the NBN involved the new fibre-to-the-curb technology—however this high rate of complaints was attributable to only a few of the telcos that provided data to the ACMA
  • the median number of days telcos take to resolve a complaint is six (telcos have a maximum of 15 days to propose a resolution to a complaint)
  • total complaints to telcos increased in the December quarter, while the proportion of complaints referred to telcos for resolution by the Telecommunications Industry Ombudsman (TIO) is down.

We will be analysing complaints data to consider whether there are areas needing stronger industry action or regulatory rules,’ said Ms O’Loughlin.

‘The high level of complaints reported for voice-only services delivered by telcos over the NBN is of real concern as they are critical to the most vulnerable in our community. The ACMA will be taking a close interest in efforts by telcos to deal with the cause of these complaints,’ added Ms O’Loughlin.

This report is one of a number of measures the ACMA has put in place to improve complaints handling by telcos.

For more information, please contact ACMA Media on 0438 375 776 or media@acma.gov.au.

Media release 25/2019 - 10 July

Last updated: 10 July 2019