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Telco Complaints Down 27% Year-On-Year

Complaints to the Telecommunications Industry Ombudsman (TIO) declined a notable 27.7% year-on-year between July and December 2018, but more work is still required.

The results are a 26.9% decline versus the previous six months.

Over the half-year, the Ombudsman received 60,998 complaints, primarily from residential customers.

The majority of complaints surround disputed charges, delayed [or lack of] service provider action, connection delays, service drop-outs and slow data speeds.

Ombudsman, Judi Jones, asserts whilst the results are re-assuring, internet related complaints did increase against the general downwards trend.

“This shows the telecommunications sector must continue to focus on meeting the needs of the residential consumers and small businesses that are increasingly reliant on being connected to phone and internet services,” remarks Jones.

Complaints regarding NBN services also declined over the half-year.

Despite the “encouraging” results, Jones claims the Ombudsman is continuing to work with phone and internet service providers and regulators to “improve the customer experience.”

The news comes as 631,000 Australian premises connect to the NBN in the second half of the year.

As previously reported, ACCC Chair Rod Sims warns NBN unaffordability is a growing trend amongst low income earners.

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