Telco complaints fall | ACMA

Telco complaints fall

New complaints about telco companies fell by two per cent in 2011–12, according to the Telecommunications Industry Ombudsman (TIO) annual report.

While the ACMA is pleased that complaint numbers have fallen, the overall complaint level is still high.

And there is a good news/bad news story behind this reasonably flat headline figure.

The good news is that new complaints about fixed-line services dropped by 19 per cent and complaints about internet services fell by 17 per cent this year.

The bad news is that complaints about mobile services increased by nine per cent during the year. Complaints about mobile services have been increasing since 2007–08.

This confirms the ACMA's position—following its Reconnecting the Customer inquiry—that the industry addresses mobile bill shock through the new Telecommunications Consumer Protections Code (TCP Code). The new TCP Code came into effect 1 September 2012.

For more information about bill-shock click here.

Last updated: 22 November 2016