Australian Communications and Media Authority (ACMA)’s Post

New figures from the ACMA show that Australian telcos received fewer complaints in 2023–24 but took longer to resolve those complaints. In the last financial year telcos received 899,691 complaints, down from more than a million in 2022–23. However, the time taken to resolve those complaints increased to an average of 6 days, up from 5.2 the previous year. ACMA member and consumer lead Samantha Yorke said telcos need to do more to prioritise fixing their customers’ problems. “The time taken to resolve complaints is going in the wrong direction, which is very frustrating for telco customers,” Ms Yorke said. Consumers who want to make a complaint are advised to contact their service provider in the first instance. If the complaint is not resolved by the provider, the consumer can contact the Telecommunications Industry Ombudsman (TIO) to seek help settling their dispute. Read the telco complaints report, containing customer complaints data for the top 34 Australian telcos by services supplied: https://lnkd.in/gKudQrGC

The telecom world still struggles with customer loyalty and growth. The container clients are put in leaks out as many as are put in. Four reasons why this happens, which do you think is most important and readily fixed? 1. Reliability of services 2. Proactive customer retention 3. Accuracy and ease of billing and payments 4. U.S. based call centers and FTCR emphasis 5. Your thoughts...

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Looking to improve your customer call experiences? Download this TransUnion best practices guide for achieving effective fraud fighting, reduced operating costs and increased customer satisfaction. https://lnkd.in/eCuVFWNF

Looking to improve your customer call experiences? Download this TransUnion best practices guide for achieving effective fraud fighting, reduced operating costs and increased customer satisfaction. https://gag.gl/Wbrw4K

Looking to improve your customer call experiences? Download this TransUnion best practices guide for achieving effective fraud fighting, reduced operating costs and increased customer satisfaction. https://lnkd.in/eywjFSzE

Looking to improve your customer call experiences? Download this TransUnion best practices guide for achieving effective fraud fighting, reduced operating costs and increased customer satisfaction. https://gag.gl/Wbrw4K

Looking to improve your customer call experiences? Download this TransUnion best practices guide for achieving effective fraud fighting, reduced operating costs and increased customer satisfaction. https://gag.gl/Wbrw4K

Telcos have done an amazing job of improving customer service in recent years - complaints are at their lowest levels in two decades. Annual complaints to the TIO were above 167,000 when the transition to the NBN was at its peak in 2018 – today they’re under 57,000, a reduction of more than two-thirds over the past six years. It's important to keep in mind that what appears to be an increase in 'unresolved' TIO complaints is actually the result of a new reporting methodology in today’s quarterly report. Given the dramatic decrease in overall complaints, it should not come as a surprise that the issues going to - and returning to - the TIO are more complex, take longer to resolve, and may remain in dispute for a longer period. The numbers tell the story: complaints have consistently trended down for more than five years straight, as telcos have lifted their game and fixed the overwhelming majority of issues before customers feel the need to go to the TIO.

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