This year, 35,000 fewer consumers made new complaints to the TIO. This is a reduction of 18 per cent from the previous year, and you need to go back five years to find a period when fewer new complaints were made to the TIO. In a telecommunications market where mobile services grew more than 30 per cent in five years, this is a marked turnaround.
This reduction can fairly be connected to a publicly-stated focus by telecommunications industry leaders to do better by their customers. Clear evidence is also emerging that the stronger rules in the 2012 Telecommunications Consumer Protections Code are working. Third, the regulatory focus on compliance with the new rules is having an effect. We are also playing our role through drawing to service providers’ attention the issues that are causing complaints. Resolving these quickly means fewer complaints.