Mobile complaints fall to six-year low, says TIO

17 December 2014

Official complaints about mobiles to the Telecommunications Industry Ombudsman (TIO) fell 23 per cent in the year to September 2014, which is the lowest level in six years.

The TIO complaint statistics released today show that new complaints about mobile services decreased 8.1 per cent compared to April-June 2014 and 23.2 per cent below the level of the September quarter 2013.

Ombudsman Simon Cohen also noted that excess data charge complaints for mobile services dropped by13.1 per cent in July-September 2014 compared to April-June 2014 – from 2886 to 2508. This figure was 10.8 per cent lower than at the same time in 2013.

“I welcome this continuing drop in complaints. It is encouraging to see that one of the biggest issues for the last financial year, excess data charges, is also trending down,” he said.

Australian Mobile Telecommunications Association CEO, Chris Althaus, said industry welcomed the big drop in mobile complaints related to excess data charges of 23 per cent in the year to September 2014.

“This is a big drop, however, when put in the context of a 97 per cent increase* in the volume of data downloaded via mobile handsets in the past year, it is a very good performance on any measure,” he said.

“Consumers are becoming more aware and informed about their use of data on mobiles. Their awareness of usage patterns assists them to choose a plan that suits their needs.

 “Also, our industry has co-operated in efforts to make consumers more aware of their data usage via alerts, which are issued to customers when they reach 50 per cent, 85 per cent and 100 per cent of their data usage limit to keep them informed so they avoid bill shock.”

*The Australian Communications and Media Authority (ACMA) in its latest performance report found that the volume of data downloaded on mobile handsets had increased from 19,636 TB to 38,734 TB or a 97 per cent increase in the quarter ended June 2014 compared to the same period in 2013.

For more information contact Randal Markey, AMTA, 0421 240 550