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Customer complaints about telcos have declined on average in the April to June 2021 quarter, according to data compiled by industry body Communications . ....
iTWire Wednesday, 02 June 2021 15:02 Comms Alliance welcomes reduction in telco complaints, TIO responds, MacTel comments Shares Click to expand Australia s Communications Alliance has welcomed the continuing trend of reduced volumes of telco-related complaints to the industry ombudsman. Figures released today by the Telecommunications Industry Ombudsman (TIO) report show that complaints in the three months to end-March 2021 were down 6.1% on the same quarter last year, and also slightly lower than the previous quarter – building on a trend of improvement during the past 12 months. The report also showed a significant quarterly drop of 38% in complaints from customers about difficulty in contacting their service provider. ....
Date Time How many more wake up calls does the industry need? FCA responds to TIO report What will it take before the telecommunications industry accepts that there are systemic problems with the way they sell and market their products? There is yet another example today, with the release by the Telecommunications Industry Ombudsman (TIO) of itslatest systemic issues report.The report documents poor sales practices, hidden costs and unclear information. These findings reinforce those in FCA’s survey of financial counsellors, released just last month (April 2021). Financial counsellors said that: Overall, telco hardship practices are poor Mis-selling is common throughout the industry, with around 80% of the financial counsellors who responded to the survey saying they have clients with debts where mis-selling has occurred ....
iTWire Tuesday, 18 May 2021 00:05 Macquarie Telecom Group CEO David Tudehope says TIO report highlights systemic failures Shares David Tudehope, Macquarie Telecom Group CEO Macquarie Telecom Group CEO David Tudehope believes the TIO report highlights systemic failures despite greater reliance on telco services and the industry doing incredibly well during the pandemic. David Tudehope, CEO, Macquarie Telecom Group said: “Despite repeated warnings and consistently poor results reported by the ombudsman, Australia’s tier one telcos continue to fail consumers, businesses and crucially the most vulnerable in our society. The TIO’s Systemic Investigation Report today proves issues such as misleading promotions and telcos signing up customers for services they don’t want or need are alive and well. ....
iTWire Monday, 17 May 2021 23:57 TIO investigation finds poor sales practices, hidden costs and unclear information affecting telco consumers Shares online information about telco products and services can be difficult to find and understand, telcos do not always responsibly promote or sell their products and services, and consumers sometimes unknowingly sign up for products or services they do not need. Complaints to the TIO can be the tip of the iceberg, according to the organisation. In one case. the TIO reports receiving just under 100 complaints about a telco’s selling practices during a promotion. After the TIO began looking into these complaints, the telco recognised the problem was widespread and credited a total of more than $1.4 million to over 10,000 affected consumers. The telco also improved its processes for future promotions. ....