Complaints about telecommunications firms are slowly falling, however fed-up clients nonetheless deserve higher service and quicker fixes, the business watchdog says.
There was a near-15 per cent drop in complaints within the 2023-24 monetary yr in comparison with the one prior, in response to the Telecommunications Business Ombudsman. There have been 56,718 complaints acquired throughout the yr.
Telstra and Optus accounted for round two-thirds of all complaints, though Optus recorded the biggest lower of any of the ten largest suppliers.
What have been a few of the most complained-about points?
A supplier both delaying or failing to take motion featured in 63 per cent of all complaints, whereas disputes about service and tools charges have been concerned in one-third.
A few tenth of all complaints pertained to no telephone or web service.
Insufficient fault testing was the fastest-rising theme among the many top-10 points, spiking 36 per cent prior to now monetary yr.
Complaints round an unauthorised disclosure of data and privateness breaches each recorded huge falls.
About 8,300 complaints have been escalated by the watchdog, with 55 per cent closed inside 60 days.
That was an enchancment from 43 per cent within the earlier monetary yr.
Prime 6 commonest telco complaints in 2023-2024 Credit score: Telecommunications Business Ombudsman Annual Report 2023-24
The ombudsman stated unresolved complaints — the place a shopper returned to the watchdog after a matter had been referred again to the supplier — dropped to 11,894 in 2023-24 from 13,131 the earlier yr.
“Telcos should guarantee they meet customers’ wants, providing flexibility and understanding, particularly for many who are weak or struggling,” Cynthia Gebert stated.
Who was complaining?
When measured per 1,000 folks, Queensland and Victoria each recorded 2.4 complaints per 1,000 folks.
South Australia adopted with 2.3 complaints per 1,000 folks, and a pair of.1 per 1,000 folks in NSW.
There have been 1.8 complaints per 1,000 folks in Western Australia, 1.6 per 1,000 folks within the ACT, 1.5 per 1,000 folks in Tasmania, and 1.3 per 1,000 folks within the Northern Territory.
Past English, essentially the most used languages for complaints have been Arabic, adopted intently by Hindi and Chinese language.
Telco Complaints by State: 2023–24 Breakdown Credit score: Telecommunications Business Ombudsman Annual Report 2023-24
Gebert stated the character of the complaints nonetheless being acquired confirmed an unhappy buyer base that ought to anticipate higher.
“The information exhibits customers stay pissed off by the identical points: poor customer support, delays in fixing issues, and repair and tools charges,” Ms Gebert stated.
“Telecommunication companies are important, we depend on them for our well being and wellbeing, entry to authorities companies, employment, and neighborhood connections … it is vital customers obtain well timed help when points come up.”
