<?xml version="1.0" encoding="ISO-8859-1"?> <docID>330112</docID> <postdate>2024-10-02 08:21:41</postdate> <headline>Users still frustrated despite falling telco complaints</headline> <body><p><img class="size-full wp-image-330113" src="https://citynews.com.au/wp-content/uploads/2024/10/20230512001797080227-original-resized.jpg" alt="" width="900" height="591" /></p> <caption>The telecommunications industry watchdog found a near-15 per cent drop in complaints in 2023/24. (Darren England/AAP PHOTOS)</caption> <p><span class="kicker-line">By <strong>Alex Mitchell</strong> in Sydney</span></p> <p><strong>Complaints about telcos are slowly falling, but fed-up customers still deserve better service and faster fixes, the industry watchdog says. </strong></p> <p>The Telecommunications Industry Ombudsman reported a near-15 per cent drop in complaints in 2023/24 compared to the previous year, with more issues needing escalation settled in a timely manner.</p> <p>Power players Telstra and Optus accounted for around two-thirds of all complaints, although Optus recorded the largest decrease of any of the 10 biggest providers.</p> <p>Optus's decline in complaints came despite its monstrous service outage that affected around 10 million people, with customers seeking remedies ranging from reconnection to a personal apology.</p> <p>Ombudsman Cynthia Gebert said the nature of the complaints still being received showed an unsatisfied customer base that should expect better.</p> <p>A provider either delaying or failing to take action featured in 63 per cent of all complaints, while disputes about service and equipment fees were involved in one-third.</p> <p>"The data shows consumers remain frustrated by the same issues: poor customer service, delays in fixing problems, and service and equipment fees," Ms Gebert said.</p> <p>"Telecommunication services are essential, we rely on them for our health and wellbeing, access to government services, employment, and community connections … it's critical consumers receive timely assistance when issues arise."</p> <p>The ombudsman pointed to the case of one family that lived in a rural, high-risk fire area yet endured landline service issues for more than a decade.</p> <p>The man, whose wife was dealing with a serious medical condition, lived in a mobile blackspot and had to travel more than a kilometre to contact emergency services when his landline stopped working.</p> <p>Telco providers were aware a temporary fix was insufficient in 2014 but did not implement a permanent fix until 2022.</p> <p>Inadequate fault testing was the fastest-rising theme among the top-10 issues, spiking 36 per cent in the past financial year.</p> <p>Complaints around an unauthorised disclosure of information and privacy breaches both recorded big falls.</p> <p>About 8300 complaints were escalated by the watchdog, with 55 per cent closed within 60 days.</p> <p>That was an improvement from 43 per cent in the previous financial year.</p> <p>The ombudsman said unresolved complaints - where a consumer returned to the watchdog after a matter had been referred back to the provider - dropped to 11,894 in 2023/24 from 13,131 the previous year.</p> <p>"Telcos must ensure they meet consumers' needs, offering flexibility and understanding, especially for those who are vulnerable or struggling," Ms Gebert added.</p> <h3><span style="color: #800000;"><strong>TELECOMMUNICATIONS COMPLAINT DATA</strong></span></h3> <p><strong>TOTAL COMPLAINTS:</strong></p> <p>2022/23 - 66,376</p> <p>2023/24 - 56,718</p> <p><strong>MOBILE COMPLAINTS:</strong></p> <p>2022/23 - 31,633</p> <p>2023-24 - 24,655</p> <p><strong>INTERNET COMPLAINTS:</strong></p> <p>2022/23 - 20439</p> <p>2023/24 - 22335</p> <p><strong>UNRESOLVED COMPLAINTS:</strong></p> <p>2022/23 - 13,131</p> <p>2023/24 - 11,894</p> </body>