Bills continue to chalk up most telco complaints

Internet and telephone bills continue to generate the highest complaint levels from customers, according to the Telecommunication Industry Ombudsmen's (TIO) Annual Report for 2001/2002.

Released on Wednesday, the report found a third of the total 62,275 complaints made by consumers and businesses to the TIO were based on billing issues such as disputed call or service charges.

Internet service complaint figures reflected this, with just over 37 per cent of complaints concerning billing disputes. Seventeen per cent of these involved download fees and charges.

In total, Internet-related complaints rose by 13.5 per cent over the 12 month period. Besides billing, faults and customer service issues chalked up substantial numbers, accounting for 25.1 per cent and 20.4 per cent respectively.

The TIO also reported a dramatic rise in consumer criticism of broadband data technology. Most of these complaints related to reliability, speed or misleading advertising regarding download limits.

While total complaints were down 13 per cent from 2001/2000, Ombudsman John Pinnock said the decline did not necessarily reflect an improvement in the quality of telephony and Internet services. Customer grievances against telco giants Telstra and Optus for example, actually increased over the 12 month period, he said.

In addition, almost 20 per cent of complaints made to the TIO in last year's report related to now defunct telco and service provider One.Tel.

"The removal of these complaints may explain, at least in part, the decline in complaint numbers for 2001/2002," Pinnock said.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Nadia Cameron

Nadia Cameron

PC World
Show Comments

Cool Tech

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Breitling Superocean Heritage Chronographe 44

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?