Complaints about Telstra, Optus, Vodafone continue to increase

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Complaints about Telstra, Optus, Vodafone continue to increase

Australia's largest telcos have seen complaints against them increase in the first three months of the year, up seven percent from the previous quarter.

There were 9.3 new complaints per 10,000 services in operation from Telstra, Optus, Vodafone, Amaysim and Pivotel from January to March 2018, up from 8.7 in October to December 2017.

The statistics were detailed in the quarterly Complaints in Context report published by telco industry body Communications Alliance, with the five telcos participating voluntarily in the report. Data is collected by the Telecommunications Industry Ombudsman (TIO).

“This result highlights that our industry is still struggling with the disruptions caused by the rollout of the NBN and the transformation of communications delivery platforms,” Communications Alliance chief executive, John Stanton said.

“Though the numbers are very disappointing, we are continuing our work on customer-centric initiatives with Government, regulators and consumer representatives to improve the overall customer experience.”

Among the five providers, Optus once again received the highest with 12.1 complaints per 10,000 services, up from 10.6 in the previous quarter, continuing an upward trajectory for the telco, which has been going up steadily since Q1 of 2017

Telstra follows right behind at 9.5, up from 9.2 in the previous quarter and up year-on-year from 9.3.

Pivotel meanwhile had the least complaints with 1 per 10,000, although it was an increase from zero complaints the previous quarter.

Source: Telecommunications Complaints in Context

Earlier this month, the TIO also released its six-monthly update for the period from 1 July 2017 to 31 December 2017, showing NBN complaints were up 200 percent to 22,827 for the period, while overall telco complaints were up 30 percent to 84,914.

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