Struggling with phone issues lately? See why telco complaints are taking longer than ever
- Replies 6
As we increasingly rely on our phones to stay connected with loved ones, manage our finances, and access essential services, these technologies should work seamlessly.
However, when issues arise, we expect our telecommunications providers to address them promptly.
Unfortunately, recent data from the Australian Communications and Media Authority (ACMA) suggested that the time taken to resolve these issues has actually increased, causing concern among Aussies.
Complaints have dropped by 13.3 per cent in the 2023-24 period, totalling 899,691 compared to last year's 1,037,823 complaints.
This decline could be a positive sign, as it could indicate that service providers have improved their customer support services.
Another reason could be that consumers have been experiencing fewer problems.
However, the flip side of this data revealed a concerning trend: customers are now waiting an average of six days for their issues to be resolved.
This climbed up from 5.2 days in the previous year.
ACMA member and Consumer Lead Samantha Yorke called on the industry to place a 'greater focus' on improving response times.
She pointed out that disruptions to phone and broadband services could impact a person's life, work, social connections, and overall well-being.
'The time taken to resolve complaints is going in the wrong direction, which is very frustrating for telco customers,' Ms Yorke stated.
'People need to feel confident that their telco services will work as expected and that when something goes wrong, effective and timely action will be taken by their telco to fix it.'
Communications Minister Michelle Rowland also raised another important issue.
Minister Rowland stated that a reduction in complaints may not reflect an improvement in services.
'A reduction in complaints also doesn't tell the full story of a customer's experience, as we know many people choose not to lodge a complaint when they have issues with their service, due to a lack of confidence in complaint processes,' Minister Rowland stated.
Minister Rowland already directed ACMA to revise the telecommunications Complaints Handling Standard to ensure that these processes are consumer-focused and efficient.
On the other hand, Communications Alliance Chief Executive Luke Coleman shared a more optimistic view.
Mr Coleman suggested that the figures show telcos have 'lifted their game'.
He highlighted that the number of complaints escalated to the Telecommunications Industry Ombudsman (TIO) has decreased by 14.5 per cent year-on-year.
In addition, the referral rate of complaints that require TIO's further investigation remained steady and showed a slight improvement from the previous year.
Despite these assurances, a delay in resolving telco issues is more than just an inconvenience; it's a significant disruption to daily life.
While the industry may be improving in some areas, there is more work to be done to ensure swift solutions to telco issues.
ACMA is set to release their data in November, which should name underperforming telcos.
If you're experiencing prolonged issues with your phone or internet service, always complain.
By holding service providers accountable, we can push for a telecommunications industry that not only meets but exceeds expectations.
Have you had similar experiences with your telco? Perhaps you had a positive experience where your issue was resolved quickly and efficiently. Share your stories in the comments section below.
However, when issues arise, we expect our telecommunications providers to address them promptly.
Unfortunately, recent data from the Australian Communications and Media Authority (ACMA) suggested that the time taken to resolve these issues has actually increased, causing concern among Aussies.
Complaints have dropped by 13.3 per cent in the 2023-24 period, totalling 899,691 compared to last year's 1,037,823 complaints.
This decline could be a positive sign, as it could indicate that service providers have improved their customer support services.
Another reason could be that consumers have been experiencing fewer problems.
However, the flip side of this data revealed a concerning trend: customers are now waiting an average of six days for their issues to be resolved.
Phone and internet users who file complaints may face a six-day wait time. Image Credit: Pexels/Tima Miroshnichenko
This climbed up from 5.2 days in the previous year.
ACMA member and Consumer Lead Samantha Yorke called on the industry to place a 'greater focus' on improving response times.
She pointed out that disruptions to phone and broadband services could impact a person's life, work, social connections, and overall well-being.
'The time taken to resolve complaints is going in the wrong direction, which is very frustrating for telco customers,' Ms Yorke stated.
'People need to feel confident that their telco services will work as expected and that when something goes wrong, effective and timely action will be taken by their telco to fix it.'
Communications Minister Michelle Rowland also raised another important issue.
Minister Rowland stated that a reduction in complaints may not reflect an improvement in services.
'A reduction in complaints also doesn't tell the full story of a customer's experience, as we know many people choose not to lodge a complaint when they have issues with their service, due to a lack of confidence in complaint processes,' Minister Rowland stated.
Minister Rowland already directed ACMA to revise the telecommunications Complaints Handling Standard to ensure that these processes are consumer-focused and efficient.
On the other hand, Communications Alliance Chief Executive Luke Coleman shared a more optimistic view.
Mr Coleman suggested that the figures show telcos have 'lifted their game'.
He highlighted that the number of complaints escalated to the Telecommunications Industry Ombudsman (TIO) has decreased by 14.5 per cent year-on-year.
In addition, the referral rate of complaints that require TIO's further investigation remained steady and showed a slight improvement from the previous year.
Despite these assurances, a delay in resolving telco issues is more than just an inconvenience; it's a significant disruption to daily life.
While the industry may be improving in some areas, there is more work to be done to ensure swift solutions to telco issues.
ACMA is set to release their data in November, which should name underperforming telcos.
If you're experiencing prolonged issues with your phone or internet service, always complain.
By holding service providers accountable, we can push for a telecommunications industry that not only meets but exceeds expectations.
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with this Vicki.
