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Industry focus on driving down complaints continues

AMTA welcomes the TIO's Annual Report for 2017/18 which finds a significant fall in overall complaints in the final quarter of the year with complaints down by 17.8%.

The TIO attributes the declining number of complaints across all landline, mobile and internet services to "recent industry, government and regulator efforts to address the disruption to telecommunications products and services of the past few years".

Complaints about mobile services made up 30.6% of total complaints made to the TIO; while complaints about multiple services made up 29.7% of complaints received. Mobile complaints fell signifcantly in the last quarter of the year with 11, 995 complaints recorded, compared to a peak of 14, 643 in the third quarter, following a previous low of 11, 981 in the first quarter.

AMTA notes that the  Communications Alliance Complaints in Context report (see graph pictured) which compares complaints across market share of service providers, provides an added level of context to the numbers of complaints received. With over 33 million active mobile subscriptions in the Australian market, these complaint numbers combined with a declining trend show that industry efforts to address consumer concerns are paying off.

Lisa Brown, Public Policy Manager
17 Oct 2018




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