The Australian Communications and Media Authority (ACMA) has released its first ever report on the handling of complaints by Australia’s telecommunications companies.
Announcing the report, Chair of ACMA, Nerida O’Loughlin said that for the first time information about complaints made by customers directly to their telco had been collated.
“This report shines further light into the telco industry’s handling of the problems their customers are facing,” Ms O’Loughlin said.
She said the report covered the period July to December 2018 and among its findings were that mobile services had the highest number of services in operation (30.1 million) yet the lowest rate of complaints, and that voice-only services delivered by telcos over the NBN had the lowest number of services in operation (275,753) but the highest rate of complaints.
In addition she said, the report found that the rate of complaints about broadband services delivered by telcos over the NBN was 40 per cent lower than for services delivered over non-NBN networks.
“The highest rate of complaints about broadband services delivered by telcos over the NBN involved the new fibre-to-the-curb technology,” Ms O’Loughlin said.
“However, this high rate of complaints was attributable to only a few of the telcos that provided data to the ACMA.
“We will be analysing complaints data to consider whether there are areas needing stronger industry action or regulatory rules.”
She said the high level of complaints reported for voice-only services delivered by telcos over the NBN was of real concern as they were critical to the most vulnerable in the community.
“ACMA will be taking a close interest in efforts by telcos to deal with the cause of these complaints,” Ms O’Loughlin said.
The Minister for Communications, Cyber Safety and the Arts, Paul Fletcher welcomed the report saying it would help drive improvements in complaints handling across the sector.
ACMA’s report can be accessed on its website at this PS News link.
