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TIO Complaints Per Provider Continue To Decline

TIO Complaints Per Provider Continue To DeclineThe figures come on the back of recent TIO figures revealing telecommunications complaints hit an eight-year low in the 2014 October-December quarter.

The Telecommunications Complaints in Context report has revealed a 4.5 per cent drop in complaints per provider for the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) in the 2014 October-December quarter compared to the previous July-September quarter.

TIO complaints per 10,000 services in operation (SIO) of 6.6 in October-December were down from 6.9 in the previous quarter.

The figures also represent a decline of 13 per cent on last year’s corresponding quarter.

Among the individual providers, Vodafone recorded the biggest decline, posting 10.5 complaints per 10,000 SIO in October-December, down from 12.2 in the previous quarter and 18 in last year’s corresponding quarter.

Both iiNet (5.7 to 5.6) and Telstra (6.8 to 6.4) posted declines from the previous quarter, while Optus (4.6 to 5.4) and amaysim (1.4 to 1.5) posted rises.

“These results reflect the welcome decrease in TIO complaints, which were at an eight-year low in October-December 2014, and are part of a three-year decline in complaints,” TIO ombudsman Simon Cohen commented.

The Communications Alliance also welcomed the results.

“The decrease in the industry-wide ratio of complaints in context during calendar year 2014 is a significant achievement that underlines the sustained drive by Australian service providers to deliver better outcomes to their customers,” commented Communications Alliance CEO John Stanton.