{"id":192938,"date":"2017-10-18T00:01:13","date_gmt":"2017-10-17T14:01:13","guid":{"rendered":"http:\/\/southburnett.com.au\/news2\/?p=192938"},"modified":"2020-08-12T12:11:44","modified_gmt":"2020-08-12T02:11:44","slug":"internet-complaints-outstrip-mobile-phones","status":"publish","type":"post","link":"https:\/\/southburnett.com.au\/news2\/2017\/10\/18\/internet-complaints-outstrip-mobile-phones\/","title":{"rendered":"Internet Complaints Outstrip Mobile Phones"},"content":{"rendered":"
\"\"
Telecommunications Industry Ombudsman Judi Jones (Photo: TIO)<\/figcaption><\/figure>\n

October 18, 2017<\/strong><\/p>\n

Complaints to the Telecommunications Industry Ombudsman (TIO) rose 41.1 per cent over the past financial year.<\/p>\n

The TIO’s annual report, released on Wednesday, shows that residential customers and small businesses made 158,016 complaints about landline phones, mobile phones and internet services.<\/p>\n

\u201cThe picture the complaints show is we are frustrated when we cannot\u00a0 rely on technology to stay connected, to be informed, and to do business,” ombudsman Judi Jones said.<\/p>\n

“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.”<\/p>\n

The report also shows that for the first time complaints about internet services were now higher than complaints about mobile phones.<\/p>\n

“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,” Ms Jones said.<\/p>\n

” The national broadband network project is complex, and it is important all parties involved work together to ensure a great consumer experience.\u201d<\/p>\n

* * *<\/h2>\n

Some Statistics<\/span><\/strong><\/h3>\n
    \n
  • 87.8 per cent of complaints were from residential consumers<\/li>\n
  • 11.9 per cent of complaints were from small businesses<\/li>\n
  • 41,824 complaints were recorded about landline phones, up 30.1 per cent<\/li>\n
  • 52,300 complaints were recorded about mobile phones, up 27.5 per cent<\/li>\n
  • 63,892 complaints were recorded about internet services, up\u00a0 64.8 per cent<\/li>\n
  • Customer service, billing and payments, faults and complaint handling were the most common complaints about phone and internet services<\/li>\n<\/ul>\n

    Small business complaints rose 31.3 per cent to 18,789; the main issues affecting small businesses were customer service, faults, and billing and payments.<\/p>\n

    Complaints By State<\/strong><\/p>\n

    In 2016-17, South Australia recorded the highest growth in complaints, up 51 per cent:<\/p>\n

      \n
    • NSW made 50,537 complaints, up 43.6 per cent<\/li>\n
    • Northern Territory made 1043 complaints, up 29.7 per cent<\/li>\n
    • Queensland made 28,988 complaints, up 42.7 per cent<\/li>\n
    • South Australia made 12,526 complaints, up 51 per cent<\/li>\n
    • Tasmania made 2,964 complaints, up 38.4 per cent<\/li>\n
    • Victoria made 43,565 complaints, up 41.1 per cent<\/li>\n
    • Western Australia made 13,623 complaints, up 49.1 per cent<\/li>\n<\/ul>\n

      Phone and Internet Providers <\/strong><\/p>\n

      The top 10 service phone and internet providers accounted for 90.9 per cent of complaints in 2016-17:<\/p>\n

        \n
      • Telstra received 76,650 complaints, up 43.5 per cent<\/li>\n
      • Optus received 28,766 complaints, up 31.2 per cent<\/li>\n
      • Vodafone received 10,684 complaints, up 37.5 per cent<\/li>\n
      • iiNet received 10,170 complaints, up 79 per cent<\/li>\n
      • TPG received 6995 complaints, up 44.9 per cent<\/li>\n
      • Dodo received 3309 complaints, up 1.1 per cent<\/li>\n
      • Southern Phone received 2068 complaints, up 266.7 per cent<\/li>\n
      • Primus received 1917 complaints, up 32.1 per cent<\/li>\n
      • M2 Commander received 1704 complaints, up 25.3 per cent<\/li>\n
      • Virgin Mobile received 1354 complaints, down 11.6 per cent<\/li>\n<\/ul>\n

        Services Delivered Over The National Broadband Network (NBN)<\/strong><\/p>\n

          \n
        • 27,195 complaints were recorded about services delivered over the network, up 159.3 per cent<\/li>\n
        • 16,221 complaints were recorded about faults in services; this is 6.7 fault complaints per 1000 premises activated<\/li>\n
        • 11,224 complaints were recorded about connection delays to services delivered over the national broadband network; this is 8.3 connection delay complaints per 1000 premises activated<\/li>\n
        • Delays to connections are the main cause for complaints, followed by internet and landline faults for services delivered over the network<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

          Complaints to the Telecommunications Industry Ombudsman (TIO) rose 41.1 per cent over the past financial year.<\/p>\n","protected":false},"author":20,"featured_media":271656,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[5,3],"tags":[],"yoast_head":"\nInternet Complaints Top Mobile Phones<\/title>\n<meta name=\"description\" content=\"Complaints to the Telecommunications Industry Ombudsman (TIO) rose 41.1 per cent over the past financial year.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/southburnett.com.au\/news2\/2017\/10\/18\/internet-complaints-outstrip-mobile-phones\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Internet Complaints Top Mobile Phones\" \/>\n<meta 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