TIO Complaints In Context Rise Over Summer, Decline Long-Term
However, while complaints rose 9.1 per cent on the previous quarter, they were down year-on-year, posting a decline of 12.2 per cent according to the TIO’s Complaints in Context report.
The TIO noted the rise on the previous quarter “reflects the usual trend of increased fault complaints about fixed-line services over the summer months”.
“The TIO generally receives more complaints in the January-March quarter than at other times of the year, for reasons including disruption to landline and internet services caused by summer storms,” the TIO commented.
An aggregate result of 7.2 complaints per 10,000 services in operation (SIO) across the five participating providers (amaysim, iiNet, Optus, Telstra and Vodafone) was down on the 8.2 aggregate recorded in the same quarter last year.
As with the last quarter, Vodafone again recorded the biggest reduction of the five providers, posting 8.6 complaints per 10,000 SIO for the quarter, down from 10.5 in the previous quarter and 19.3 year-on-year.
iiNet (5.6 to 7.5), Optus (5.4 to 7.3) and Telstra (6.4 to 6.9) all posted rises on the previous quarter, while amaysim held steady at 1.5.