Australian ISPs Respond Positively to TIO Complaints Figures Reports Website Compare Broadband

Online, March 26, 2012 (Newswire.com) - Compare Broadband, the broadband internet comparison specialist, reports that Australian service providers are reaping the rewards of increased investment in their networks throughout the past year.

The announcement comes as the Telecommunications Industry Ombudsman (TIO) reports figures which show a reduction in complaints about Internet Service Providers (ISPs) to the regulator. The industry ombudsman, which regulates the broadband and wireless internet industry in Australia, issued its new figures last month.

Subscribers typically report complaints to the TIO when they have reached an impasse with their provider itself, at the point they may need mediation or further action.

During the final 3 months of 2011 the TIO received and processed 16,704 subscriber complaints which focused on the issue of new subscriptions - a 45 percent drop on the same time last year.

Overall complaint handling was the area which saw the largest drop - 62 percent down on the previous year. Compare Broadband believes that this is due to ISPs making greater commitment to their customer service processes.

The TIO also reported that there had been a 33 percent fall in fault-related complaints.

Sarah McDonald, spokesperson for Compare Broadband, says: "Many Australian ISPs have in the past come in for a lot of criticism for their levels of customer honesty - which they then compounded with poor customer service on the back-end. These new TIO figures do however seem to indicate that they have been dealing with the issue and looking to improve their operations."

The TIO further reported that direct complaints have fallen, with complaints to Club Telco reduced by 72 percent, to Eftel down by 65 percent and iiNet down 62 percent.

The TIO method of measurement and recording figures does not allow for comparison of complaints per ISPs. The figures can however be somewhat skewed since the biggest ISP in Australia, Telstra, receives the highest number of complaints by definition of it having more customers than everyone else. As such the ISP will by default receive more direct complaints than companies like Optus.

Vodafone receives the third most complaints which does not equate to the size of its operations. ISPs such as TPG and iiNet are bigger in terms of customer base but both report markedly lower figures in complain terms.

ISP Vodafone has undergone a difficult 12 months with many customers complaining to the company about dropped calls and slow speeds. To address this, however, the provider has also increased commitment and investment in its own network, which led to a fall of 41 percent in complaints through the final three months of 2011.
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For further enquiries please contact:
Scott Kennedy, CEO, CompareBroadband.com.au
E: s.kennedy@comparebroadband.com.au
T: (1300 764 000)