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Mobiles Good, VoIP Bad

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July 10, 2019

There’s good news and bad news in the latest report into telecommunications complaints released by the Australian Communications and Media Authority (ACMA).

The ACMA report, released on Wednesday, draws on complaints handling data provided directly by telecommunications companies for the period from July to December 2018.

It shows that the total complaints to telcos increased in the December quarter, but the proportion of complaints referred by the Telecommunications Industry Ombudsman was down.

Other findings included:

  • Mobile services delivered the lowest number of complaints yet had the highest number of services in operation (30.1 million)
  • Voice-only services delivered over the NBN (VoIP technology versus the legacy phone network) had the highest rate of complaints with the lowest number of services in operation (275,753)
  • The rate of complaints about broadband services delivered by telcos over the NBN was 40 per cent lower than for broadband services delivered over non-NBN networks
  • The highest rate of complaints about broadband services delivered by telcos over the NBN involved fibre-to-the-curb technology
  • The median number of days telcos took to resolve a complaint was six (telcos have a maximum of 15 days to propose a resolution to a complaint)

External link: Complaints report in full 

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