Complaints about mobile faults including coverage, slow data speeds and call dropouts almost halved. Customer service and complaint handling concerns also reduced significantly.
These results suggest that an industry focus on infrastructure investment and customer experience, and recent co-regulatory initiatives to protect consumers, are working.
We also report for the first time on National Broadband Network related complaints. This year we received 3,982 complaints about issues such as delayed connections, unusable services and missed appointments. We have begun a trial to help retailers and wholesalers better deal with these complaints.