Convergence and communications: Australian consumer satisfaction with communications services

• Australian Communications and Media Authority

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25 June 2009This study confirms that while most Australians are satisfied with their communications services, they are also becoming more likely to switch providers or make complaints if dissatisfied.

The study, the final in a series of three consumer-related reports published over the past twelve months, covers research findings into satisfaction levels among household consumers and small and medium enterprises (SMEs) concerning their internet, mobile and fixed-line communications services.

‘The study indicates that three quarters of Australian consumers are satisfied with their communications services, while, if they are not, there is an increasing number of consumers likely to change service providers or complain to authorities such as the Telecommunications Industry Ombudsman (TIO) – both of which are positive outcomes,’ said Chris Chapman, ACMA Chairman.

The report reveals that, overall, Australians are especially satisfied with traditional, fixed-line phone services. Among SMEs, satisfaction levels come close to 90 per cent.

Other findings of the report include:

• billing and customer service issues account for 39 per cent of all communication service complaints to the TIO
• for those groups dissatisfied with their internet service, the main reason was slow data speed
• the majority of voice over internet protocol (VoIP) users identified in this report were satisfied with their service. Consumers who were dissatisfied cited as the main reasons slow speed, poor voice quality and dropouts