Mobile network upgrades and customer focus deliver falls in coverage complaints

 20 March 2014

The December quarter 2013 Telecommunications Industry Ombudsman (TIO) figures show mobile phone complaints about coverage issues fell by 30 per cent to a three-year low.

The 2,812 mobile coverage complaints in October-December were less than half those reported six months before in April-June 2013. Mobile complaints in all categories (not just coverage) fell by 4.9 per cent to 18,234 compared to July-September 2013.

Australian Mobile Telecommunications Association (AMTA) Chief Executive Officer, Chris Althaus, said the big fall in mobile complaints – particularly those associated with coverage issues – was welcomed by the mobile telecommunications industry.

“The mobile telecommunications industry has spent more than $10 billion on latest -generation mobile technologies, network infrastructure and spectrum in the past two years in response to strong consumer demand and increasing customer expectations of network performance,” he said.

“The big fall in complaints about mobile coverage not only reflect the industry’s investment in networks, spectrum and technology, but also highlights industry’s intense focus on customer service.”

Mr Althaus said that industry was committed to meeting customer expectations, but needed governments and regulators to play their parts by ensuring that regulation encouraged competition and efficiency.

AMTA also welcomed the inclusion for the first time of “contextualised complaint statistics” that express complaints per one hundred thousand services in operation.

Mobile complaints fell by 28 per cent to 300 new complaints per 100,000 services in operation or 0.3 per cent, which was the most significant fall across all categories: landline, mobile, internet.

“In welcoming the downward trend in complaints the industry is committed to working to achieve further ongoing improvements in customer service,” Mr Althaus said.

For more information contact Randal Markey, AMTA 0421 240 550