Vodafone still has most telco complaints

Rosie Baker
By Rosie Baker | 19 December 2014

Vodafone still gets significantly more complaints that rival networks Optus and Telstra, despite improvements to its network and products in the last 18 months.

The network receives 12.2 complainants per 10,000 customers compared with Optus, which gets 4.6.

The data comes as part of a “first-of-its-kind” report published today jointly by the Telecommunications Industry Ombudsman (TIO) and industry peak body Communications Alliance.

It aims to give consumers information they haven’t previously had access to to help compare performance across five major telco networks.

The Complaints in Context report shows the number of TIO complaints received per telco as a proportion of that telco’s services in operation giving each networks figure per 10,000 users.

Vodafone averaged 12.2 complainants per 10,000 services, Telstra was the second highest with 6.8 complainants, then iiNet (5.7), Optus (4.6) and Amaysim with the least complaints at 1.4. per 10,000 customers.

Vodafone may have the highest but it has seen a 23% reduction in the umber of complaints, while Telstra's complaints are flat compared with last year showing no improvement.

The average number of complaints across the five providers was 6.9 complaints per 10,000 services in the July-September 2014 quarter, down from 7.6 complaints per 10,000 services in the previous quarter.
It is also down on the same quarter a year prior, when the average was 7.9 complaints.

Telstra, Optus, Vodafone, iiNet and Amaysim all participated in the report by choice.

“The report puts TIO complaint numbers in the context of each telco’s customer base, making the performance of individual telcos and the industry itself more transparent,” ombudsman Simon Cohen said.

Communications Alliance and TIO plan to release the report every quarter.

Have something to say on this? Share your views in the comments section below. Or if you have a news story or tip-off, drop me a line at rosiebaker@yaffa.com.au

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