Telco complaint figures released

The Complaints in Context report by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance has revealed a decrease in the overall number of telco complaints. While complaints did increase by 3.2% as a proportion of services in operation (SIO), in April–June 2016 they have still dropped by 1.5% from the same time last year.

The April–June results reflect an increase in overall new complaints to the TIO during the quarter. Historically, seasonal factors contribute to an increase in complaints during January to March, followed by a downturn in April to June. This year, the TIO saw a slight increase in complaints during the April–June quarter.

The total complaint ratio per 10,000 SIO for all participating providers was 6.4, an increase of 3.2% on the previous quarter. Complaints per 10,000 SIO increased for three of the five industry participants during the April quarter.

Complaints in Context is a quarterly report jointly published by the TIO and Communications Alliance. It can be found on the TIO website and the Communications Alliance website.

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