Find out why you’re fueling rise in phone and internet issues
- Replies 21
In an age where staying connected is more crucial than ever, it's incredibly frustrating when the technology we rely on fails us.
Unfortunately, this frustration is becoming too familiar for many Australians, particularly those in Queensland.
The Telecommunications Industry Ombudsman (TIO) has reported a significant increase in unresolved phone and internet issues, leaving customers feeling ignored and exasperated.
The latest data from the Ombudsman's office is alarming.
In the three months of July, August, and September, a staggering 30 per cent of complaints—that's 3,389 in total—were returned unresolved.
This spike in unresolved issues indicates something is amiss in the telecommunications sector.
Ombudsman Cynthia Gebert expressed her concern, noting that customers face many issues.
This included inconsistent service, prolonged dropouts, and sluggish responses from telcos regarding resolving these problems.
The poor customer service experiences add insult to injury, leaving many Australians at their wit's end.
Queensland is bearing the brunt of these issues, with four of the top-five highest complaint areas in the state.
During the same three-month period, Australians lodged 13,541 complaints about their phone and internet services, a 4 per cent increase compared to last year.
About 60 per cent of these complaints are related to 'no or delayed action' by the service providers.
The Ombudsman's office only recently started to present quarterly data on complaints returned unresolved, following a new follow-up process with consumers that began in July.
This process was initiated as part of an independent review to understand better how issues are being resolved—or not, as the current figures suggest.
Ms Gebert pointed out that while telcos seem to manage simple matters efficiently, they need help tackling more complex or multifaceted problems.
This is a concerning trend, as customers with more severe or complicated issues are left in the lurch.
For those experiencing ongoing issues with your phone or internet service, the Ombudsman encourages you to raise the matter with your telco first.
Don't hesitate to complain to the TIO if the issue still needs to be solved.
Remember, the service is free, fair, and independent, and it's there to ensure your voice is heard.
Notably, almost 90 per cent of complaints to the Ombudsman come from residential consumers, with the remaining 10 per cent from small businesses.
Small businesses are particularly vulnerable, with six in ten complaints about 'no or delayed action,' which can seriously affect their operations.
Brisbane, Gold Coast, Moreton Bay, Sunshine Coast, and Wyndham in Victoria are the top five local government areas with the most complaints.
These areas alone account for 10 per cent of the complaints from last quarter.
Have you found a way to resolve your issues effectively, or are you still waiting for a satisfactory outcome? Feel free to share your thoughts and opinions in the comments below.
Unfortunately, this frustration is becoming too familiar for many Australians, particularly those in Queensland.
The Telecommunications Industry Ombudsman (TIO) has reported a significant increase in unresolved phone and internet issues, leaving customers feeling ignored and exasperated.
The latest data from the Ombudsman's office is alarming.
In the three months of July, August, and September, a staggering 30 per cent of complaints—that's 3,389 in total—were returned unresolved.
This spike in unresolved issues indicates something is amiss in the telecommunications sector.
A spike in unresolved complaints to the Telecommunications Industry Ombudsman has been reported. Credit: Unsplash
Ombudsman Cynthia Gebert expressed her concern, noting that customers face many issues.
This included inconsistent service, prolonged dropouts, and sluggish responses from telcos regarding resolving these problems.
The poor customer service experiences add insult to injury, leaving many Australians at their wit's end.
Queensland is bearing the brunt of these issues, with four of the top-five highest complaint areas in the state.
During the same three-month period, Australians lodged 13,541 complaints about their phone and internet services, a 4 per cent increase compared to last year.
About 60 per cent of these complaints are related to 'no or delayed action' by the service providers.
The Ombudsman's office only recently started to present quarterly data on complaints returned unresolved, following a new follow-up process with consumers that began in July.
This process was initiated as part of an independent review to understand better how issues are being resolved—or not, as the current figures suggest.
Ms Gebert pointed out that while telcos seem to manage simple matters efficiently, they need help tackling more complex or multifaceted problems.
This is a concerning trend, as customers with more severe or complicated issues are left in the lurch.
For those experiencing ongoing issues with your phone or internet service, the Ombudsman encourages you to raise the matter with your telco first.
Don't hesitate to complain to the TIO if the issue still needs to be solved.
Remember, the service is free, fair, and independent, and it's there to ensure your voice is heard.
Notably, almost 90 per cent of complaints to the Ombudsman come from residential consumers, with the remaining 10 per cent from small businesses.
Small businesses are particularly vulnerable, with six in ten complaints about 'no or delayed action,' which can seriously affect their operations.
Brisbane, Gold Coast, Moreton Bay, Sunshine Coast, and Wyndham in Victoria are the top five local government areas with the most complaints.
These areas alone account for 10 per cent of the complaints from last quarter.
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