Australia's Telco Customer Complaints Are Rising

Posted by Author 7 months ago

Telecommunications Industry Ombudsman (TIO) has revealed that complaints have been piling up regarding internet connection services.


According to the latest six-monthly report of the TIO, the complaints, between June 2016 and December 2016, experienced an increased 5.5% overall that the previous six-month quarter. Moreover, if this increase is compared to the previous 12 months, the report revealed that the complaints rose up by 33.8 percent.


The TIO was handling 24,641 complaints during the June 2016 to December 2016 time period. This just shows that Australians are having trouble with their internet connections and these issues are not under the telcos. Compared to the previous year, this figure is higher than 53.6 percent.


The unhappiest customers of them all, the report revealed, were Victorians and South Australians. They were followed by the ACT and New South Wales, Queensland, Tasmania and Western Australia. On the other hand, the fewest complaints filed were from Northern Territorians.


Meanwhile, as the National Broadband Network (NBN) continues to expand their reach in order to come closer to their 2020 goal of connecting the whole country, there seem to be fewer complaints connected to the company, with only 4,309 complaints filed regarding their NBN Internet services.


If the NBN has already reached your area, it just means that their connection becomes the default pathway for voice services and its capacity. In relation to this, the TIO revealed of only having 3,203 complaints regarding the NBN's voice services in the same period. This data shows that the complaints have increased by 6.8% overall than the previous six months.


With all the increase in complaints regarding internet connections, outsourcing companies should strengthen their telco outsourcing services so that these agents can handle the influx of demands and rants even though the problem is not the telcos' fault. Moreover, agents should know by heart the guidelines of the client for them to know how to handle problems and provide great customer service.