Mobiles dial up more complaints than ever

Complaints to the Telecommunications Industry Ombudsman have dropped over the last three quarters, suggesting that the TIO's 'Connect Resolve' campaign of early 2009 has made an impact.

The ACMA is to conduct a formal inquiry into customer service and complaints handling in the telecommunications industry in response to what it says is a growing volume of complaints to the Telecommunications Industry Ombudsman.

Industry bodies have been quick to comment on the Telecommunications Industry Ombudsman's report highlighting a five percent reduction in complaints overall and a 70 percent reduction in complaints about mobile services, but have largely ignored an 86 percent increase in issues relating to financial over-commitment regarding mobile services.

The Telecommunications Industry Ombudsman (TIO) has reported an almost five percent decrease in new complaints during 2009-10, but very substantial increases in categories relating to credit management and 'bill shock'.

Australia's peak telecoms users gripe body has slammed the latest complaints figures released by the Telecommunications Industry Ombudsman (TIO), which show that consumer  complaints for the first quarter of 2011 surged by 31%, easily eclipsing the previous record. Vodafone in particular and the other two major mobile providers were fingered as the chief culprits.

At at time when complaints to the Telecommunications Industry Ombudsman are escalating, at least one major ISP - iiNet - is the subject of fewer complaints.

Written by: Graeme Philipson | Published in: RegulationAustralian consumers made nearly 200,000 formal complaints about telecommunications services last year.

The Telecommunications Industry Ombudsman (TIO) has been given more clout to resolve consumer complaints against telcos: it can now make decisions on disputes involving sums of  $30,000, three times its current limit.

Written by: Graeme Philipson | Published in: RegulationFewer consumers are complaining to the Telecommunications Industry Ombudsman (TIO) about global roaming charges but a higher proportion are disputing bills of $5,000 or more.