Rising from 8.4 in the first quarter of calendar 2017 to 9.0 per 10,000 in the second quarter, telco complaints are up.
If you made a complaint during the second quarter of 2017 to a telco, you weren’t the only one, with figures rising every quarter since July to September 2016 at 6.2 new complaints per 10,000, then at 6.4 during October to December 2016.
This was followed by the aforementioned figure of 8.4 per 10,000 in the first quarter of the year, rising to 9.0 during April to June.
The figures are “new complaints as a proportion of services in operation (SIO) by provider”, with the “all participants” result being the "total TIO complaints for all participants divided by the total SIO for all participants, multiplied by 10,000. The aggregate figure may not be directly comparable between reporting periods when there is a change in participants".
In addition, and for additional content, “the first Complaints in Context report published data from July to September 2013. At that time, there were 7.9 TIO complaints per 10,000 SIO for all participating providers.”
The report is a joint effort between the Communications Alliance, and the Telecommunications Industry Ombudsman.
The Communications Alliance has a copy of the report here – direct PDF link.
The TIO’s link takes you to its Statistics page.
The relevant numbers and chart are below – see the Comms Alliance link above for a larger version of this chart.
