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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...
This year, the TIO handled 124,417new complaints and 44,365 enquiries from Australian telco consumers, positioning our service once again as the busiest Ombudsman in the country.
This year was the busiest on record for the Telecommunications Industry Ombudsman, which received 197,682 new complaints, an increase of 17.8 per cent.
More than half of these complaints – 112,376 – were about mobile phone services.
This report presents the activities of...
A high proportion of complaints to the Telecommunications Industry Ombudsman feature simple issues related to customer service and complaint handling. New consumer survey results show the 60% of respondents indicated that they had spent more than 3 hours engaging with their provider to have a...
Consumers made 193,702 new telco complaints in 2011-12, a decrease of two per cent on the previous year. Complaints about mobile phones increased by nine per cent to 122,834 from 112,376 in 2010-11. Two out of three complaints made to the TIO were about mobile...
The Telecommunications Industry Ombudsman (TIO) finds itself in a telecommunications landscape that is going through significant change, with new converging technologies and the roll out of major infrastructure. Investments in mobile infrastructure have greatly reduced the number of complaints about mobile services. At the same...
The past year has seen a significant increase in the number of complaints, after five years of decline. The Ombudsman has responded to this with an increase in staff numbers and changes to the structure of the organisation.
The number of complaints about telecommunications services in Australia decreased in the latter part of the reporting period, following an upwards trend partially caused by the rollout of the NBN.