Internet providers overtake mobile telephone companies as the most complained about telco service
- The Ombudsman for the telecommunications industry has issued his latest report
- It shows that residents complained more about the internet than mobile services
- The most complainant service providers were Telstra, Optus, Vodafone and iiNet
Internet providers have overtaken mobile phone companies as the most complained about telecommunications services in Australia.
A report from the Ombudsman for the telecommunications industry revealed that there were 43,164 complaints against internet providers, compared to 40,103 mobile service providers in 2017-18.
The top 10 most complained about telco's were Telstra, Optus, Vodafone, iiNet, TPG, Dodo, Southern Phone, MyRepublic, Primus Telecommunications and M2 Commander.
The report showed that most complaints – 85 percent – were from private customers.
Australians complained more about internet services than mobile services (stock) in the past financial year
The Ombudsman said that service costs and equipment costs, not any action or delayed action by a provider were the main complaints on the internet, mobile and multiple service types.
They were followed by the quality and reliability of internet services and difficulties in establishing a connection to an internet service.
& # 39; An issue with an invoice and poor customer service remains high, but our expectations for quality and reliability of internet services are increasing & # 39 ;, said Ombudsman Judi Jones.
The latest report from the Telecommunications Industry Ombudsman (TIO) on Wednesday showed that there were 43,164 complaints against internet services compared to 40,103 telephone services in 2017-18 (inventory)
TOP 10 MOST COMPLAINTS ABOUT TELCOS
Optus Group (including Virgin)
The Ombudsman said that the number of complaints about telephone and internet services fell by 21.1 percent in the past financial year.
"This is good news for consumers and the telecommunications industry, but this is only part of the story," said Ombudsman Judi Jones.
& # 39; The number of complaints that have returned to us unresolved shows an emerging picture of complexity in technical and small business issues. & # 39;
About 47 percent of the escalated complaints were closed within 60 days in 2018-19, compared with 77 percent in 2017-18.
Mrs. Jones said they formed teams of specialists to work with the telephone and internet providers to deal with these escalated complaints.
Daily Mail Australia has approached Telstra and Optus for comment.
The Ombudsman said that the number of complaints about telephone and internet services fell by 21.1 percent in the past financial year (stock)
Key findings of the report
• 132,387 total complaints were received (a decrease of 21%)
• 14,153 complaints had escalated (a decrease of 18%)
Internet replaced mobile as the dominant service type (32.6% of all complaints)
50.7% of all complaints had a problem with the connection, changing provider or service quality
No or delayed action and service and equipment costs were the main complaint issues
14.5% of all complaints were received from small businesses
27.3% of complaints from small businesses were about a permanent service
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