Mobile industry welcomes Telecommunications Industry Ombudsman’s report

The mobile telecommunications industry welcomes the release today of the Telecommunications Industry Ombudsman’s Report for 2007.

The Chief Executive Officer of the Australian Mobile Telecommunications Association (AMTA), Chris Althaus, said the report provided the industry with valuable feedback, which is used to improve customer services.

The TIO Report for 2007 found consumer complaints about mobile services increased by just 4.1 per cent compared to 29.5 per cent in 2006 and 87.5 per cent in 2005.

Mr Althaus said: “The big fall in the rate of growth of complaints about mobile telecommunications services is welcome, however, the industry takes all complaints very seriously and we value customer feedback – even complaints – as a way of measuring our performance and we are continually looking for ways to improve services.

“No complaint is acceptable and that is why the industry funds the TIO Scheme to ensure customers who feel they may feel dissatisfied have recourse to an independent third party.”

The TIO Report said there were 10,000 complaints about the use of mobile premium services.

The Telecommunications Industry Ombudsman said: “Only a small proportion of these complaints was required to be formally investigated by the TIO, with most resolved by the provider.”

The TIO Report says the escalation rate for further action on complaints that remain unresolved under the MPSI Scheme is the lowest of any service type under the TIO’s jurisdiction.

Mr Althaus said although no complaints were acceptable it was worth putting the issue into perspective. Mobile service complaints for 2007 of 54,285 were registered when there are nearly 20 million mobile services in Australia.

“When put into perspective, the number of complaints recorded by the TIO represents just a tiny fraction of one per cent of the total number of subscribers,” he said.

“A year down the track from the introduction of the MPSI shows that it is working and the industry is committed to continuous improvement.”

For more information contact Randal Markey, AMTA, (02) 6239 6555 or 0421 240 550