Telco Customer Complaints Grew in Australia

Telecommunications Industry Ombudsman (TIO) has released new data showing a surge in complaints on telco services filed in their office within the period of April to June 2017. Dubbed as the Complaints in Context, which the TIO released with the industry body Communications Alliance, shows how many complaints were filed to the TIO in proportion to the total complaints under telecommunications ‘services in operation’ (SIO).

The latest figures show complaints regarding landline, mobile and Internet services by users and small businesses. The complaints per 10,000 SIO in all telcos in the country rose to 9, which was almost a 3 gap from the 6.4 results of the same period last year, and is higher than the result of the quarter before, which was 8.4.

Revolving around the big three telcos, Optus was the one to have the most complaints, which as 10.1 complaints per 10,000 SIO, and is followed by Telstra with 10 complaints per 10,000 SIO. Comparing the current results with the prior quarter, the two telcos both received 9.3 complaints per 10,000 services. Meanwhile, Vodafone got 4.5 complaints per 10,000 SIO, which was higher than the previous 3.9 complaints per 10,000 SIO result.

Looking back on last year's TIO report, which was released last May, it was revealed that there was a 33.8 per cent year-per-year increase in complaints. Complaints regarding internet services, which were the 37 per cent of overall complaints, rose to 53.6 per cent. And the startling increase was partially caused by the transition of the National Broadband Network (NBN). In relation to this, in the second of last year, there were 7512 NBN-related complaints filed to the TIO, which was an 11.7 per cent increase compared to the same time frame in 2015.

In contrast to claims, NBN CEO Bill Morrow pointed out that the telcos are at fault of the poor experiences being reported by end-users. Morrow says it was the telcos who were advertising cheap, lower-speed broadband plans and low capacity.

Nonetheless, the federal government said that the Australian Communications and Media Authority would investigate behind the experiences of end-users under the NBN.

“This information will be used to identify where customer issues most commonly arise and how those issues can be either avoided or resolved more quickly,” the government said at the time. “It will also help reduce the passing of customer complaints between retailers and NBN," Communications minister Senator Mitch Fifield said.

Another project from the federal government is to monitor the average speeds being experienced by the 4000 volunteer homes subscribed to the NBN. This scheme will be done by the Australian Competition and Consumer Commission.

With the rise of complaints being experienced, there is no doubt an influx of calls will arrive at the telcos. There will be a chance for these telcos to have a hard time in handling all incoming calls since there will be a need for new employees. However, finding the right candidates can take time and that's why contact centre outsourcing is a cost-efficient solution for this dilemma since they are trained to handle these certain kinds of situations.

Source: http://globalteleforce.com/blog/telco-customer-complaints-grew-in-australia

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