Levels of overall satisfaction with communication services in Australia are high, but satisfaction about customer service and other specific aspects of service delivery are significantly lower.

This report by the Australian Communications and Media Authority (ACMA) shows that satisfaction levels varied considerably when consumers and small to medium enterprises (SMEs) were asked to focus on aspects of service delivery such as customer service, service reliability, call costs, billing information, internet data speeds and line rental costs.

At April 2010, 80 per cent of household consumers were generally satisfied with their mobile phone and internet service while 81 per cent were satisfied with their fixed-line telephone service.

A more comprehensive consideration of the customer service experience is being undertaken by the ACMA’s Reconnecting the Customer inquiry.