Modern technology gives us many things.

NBN tops customer complaints list to the Telecommunications Industry Ombudsman

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Australian consumers and businesses have hammered the Telecommunications Industry Ombudsman with a staggering 158,016 complaints in the last financial year about their mobile, landline and internet services.

That’s an increase of 41.1 per cent over the previous year, according to the TIO’s annual report which was released today. It’s the highest level of complaints since 2012/2013.

And for the first time it was complaints about internet services that outnumbered mobiles and landlines.

In particular, the NBN which had 27,195 complaints – that’s a year on year increase of 159.3 per cent.

There were also 16,221 complaints about faults in services delivered by the NBN – that’s 6.7 complaints per 1000 premises activated.

Connection delays for NBN services also attracted 11,224 complaints which is 8.3 delay complaints per 1000 premises.

COMPLAINTS BY SERVICES

– 41,824 complaints were recorded about landline phones, a year on year increase of 30.1 per cent.

– 52,300 complaints were recorded about mobile phones, a year on year increase of 27.5 per cent.

– 63,892 complaints were recorded about internet services, a year on year increase of 64.8 per cent.

– Customer service, billing and payments, faults and complaint handling were the most common complaints about phone and internet services.

NBN Co Cooks Hill FTTN Installation Cnr of Darby and Parry St, Cooks Hill Newcastle. 27th July 2015. 270715

COMPLAINTS BY STATE

– New South Wales made 50,537 complaints, a year on year increase of 43.6 per cent.

– Victoria made 43,565 complaints, a year on year increase of 41.1 per cent.

– Queensland made 28,988 complaints, a year on year increase of 42.7 per cent.

– Western Australia made 13,623 complaints, a year on year increase of 49.1 per cent.

– South Australia made 12,526 complaints, a year on year increase of 51 per cent.

– Tasmania made 2,964 complaints, a year on year increase of 38.4 per cent.

– ACT made 2,612 complaints, a year on year increase of 42.3 per cent.

– Northern Territory made 1,043 complaints, a year on year increase of 29.7 per cent.

COMPLAINTS BY PHONE AND INTERNET PROVIDERS

The top ten service phone and internet providers accounted for 90.9 per cent of complaints in 2016/17:

– Telstra received 76,650 complaints, a year on year increase of 43.5 per cent.

– Optus received 28,766 complaints, a year on year increase of 31.2 per cent.

– Vodafone received 10,684 complaints, a year on year increase of 37.5 per cent.

– iiNet received 10,170 complaints, a year on year increase of 79 per cent.

– TPG received 6,995 complaints, a year on year increase of 44.9 per cent.

– Dodo received 3,309 complaints, a year on year increase of 1.1 per cent.

– Southern Phone received 2,068 complaints, a year on year increase of 266.7 per cent.

– Primus received 1,917 complaints, a year on year increase of 32.1 per cent.

– M2 Commander received 1,704 complaints, a year on year increase of 25.3 per cent.

– Virgin Mobile received 1,354 complaints, a year on year decrease of 11.6 per cent.

“The picture the complaints show is we are frustrated when we cannot rely on technology to stay connected, to be informed, and to do business,” Ombudsman Judi Jones said.

“Sharing high quality videos immediately, holding an online meeting or watching Netflix on the way home, is now the norm and part of our daily routine.

“For the first time, complaints about internet services are now higher than complaints about mobile phones. Residential consumers and small businesses still have too many complaints about their customer service, a bill or faults.

“Complaints about services delivered over the national broadband network more than doubled, and while this is somewhat to be expected given the accelerating rollout, the increase is a cause for concern.

“The national broadband network project is complex, and it is important all parties involved work together to ensure a great consumer experience.”