techkenyot.com
techkenyot.com July 17, 2018


Complaints about Australia's telecommunications had another massive jump in late 2017

17 April 2018, 04:48 | Hattie Nash

NBN roll out map across the Northern Rivers. Contributed

NBN roll out map across the Northern Rivers

That figure included 22,827 complaints about NBN-related services - a 203.9% leap over the 2016 period.

Due to the way it has changed its complaints recording process as of July past year, the TIO also said it is "not possible to compare complaints at the service type and issue levels with previous reports".

The biggest gripe? Provider response, suggesting that ISPs are being a little coy when it comes to helping once they've got you on your contract but poor service quality sits in second place with nearly 40 percent of complaints showing the NBN itself still has a ways to go before it can claim it is delivering the internet that Australians are clamouring for.

Mobile phone services provoked the most complaints and as the sector continues to change, Telecommunications Industry Ombudsman Judi Jones said her organisation changed the way it records issues now categorising them into six broad categories.

The telecommunications complaints watchdog has revealed thousands of people have complained about the quality of service on the national broadband network (NBN), or have lodged complaints about issues with the installation of the service in their home.

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"The review is overdue, and industry is keen to engage closely with relevant stakeholders on all parts of the review to produce an efficient and fit-for-purpose framework for consumer safeguards - including through the use of updated Industry Codes", Communications Alliance director program management, Christiane Gillespie-Jones, said.

The TIO changed the way service types and issues were categorised from 1 July 2017, preventing more detailed comparisons with previous periods.

"However, consumers still seem to be facing the same problems, particularly with their bills and the customer service they receive".

Of the total complaints, 9,947 were from small businesses, which is a 15.6% increase over the second half of 2016.

By state, Queensland saw the highest growth in complaints, increasing 39.3 percent to 16,418, followed by 36.5 percent in Western Australia with 7381 complaints.

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New South Wales topped the list with almost 26,914 complaints, up almost 30% on the same period in 2016, followed by Victoria with 23,954, and a similar increase. Obviously, the huge influx of new connections and NBN users is going to see the issues with the service rise by pure weight of numbers, especially if that service is constantly being taken out by a vehicle.

"What the Minister meant to say was the Turnbull Government has not been working", Rowald said in response.

The ACMA's new rules will require line tests on NBN services, reconnecting customers to legacy services where the NBN is unusable, providing minimum information to consumers, and reporting complaints data to the ACMA.

Complaints from customers who had more than one phone or internet service was the highest at 30.8 percent, while complaints about damage or access to property was 0.8 percent.

More Australians are being connected to the NBN than ever before and with this new service comes. a few bumps in the road.

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