Overall TIO Complaints Down, However Landline And Internet Complaints Rise
The TIO recorded 33,141 new complaints from January to March 2015, a 12.1 per cent rise on the previous quarter, however a reduction of 8.6 per cent on last year’s corresponding quarter.
Complaints about mobile services were up marginally when compared to the previous quarter, however were 20 per cent fewer than at the same time in 2013-14, while landline and internet complaints both increased.
The TIO received 9,305 new landline complaints, the highest quarterly number recorded in two years, 16.7 per cent higher than the previous quarter and 4.3 per cent higher year-on-year.
The TIO stated that, notably, new complaints about fully unusable landline services were up by 37 per cent quarter-on-quarter, from 1,096 to 1,501, and new complaints about delays in connecting new landline services were up 13.3 per cent, from 1,011 to 1,145.
Meanwhile, new complaints about internet services rose to the second highest number of quarterly complaints recorded in four years, with consumers making 8,740 new complaints, an increase of 27.7 per cent on the previous quarter and 3.8 percent year-on-year.
New complaints about fully unusable internet services were up by 45.7 per cent, from 1,249 to 1,820 quarter-on-quarter, and new complaints about delays in connecting new internet services were up by 41.5 per cent from 992 to 1,404.
While the TIO received 15.6 per cent more NBN-related complaints(1,635 new complaints) than in the previous quarter, the increase comes in the context of the number of NBN-activated premises increasing by 21.3 per cent in the same period.
NBN connection complaints continued to be the most common issue, reported in 44.8 per cent (792 cases) of all NBN-related new complaints.