Vodafone registers sharp decline in customer complaints

TIO releases latest Complaints in Context report

Complaints from Vodafone customers about the telco in the April-June quarter dropped sharply compared to the corresponding period in 2015, the latest figures from the Telecommunications Industry Ombudsman reveal.

The Complaints in Context report released by the TIO and Communications Alliance reveals that there were 3.8 new complaints per 10,000 Vodafone services — down from 6.3 per 10,000 services in the corresponding period in 2015.

Quarter on quarter there was slight growth, from 3.7 complaints per 10,000 Vodafone services in the January-March quarter.

Of Australia's big three telcos, Vodafone had the lowest number of complaints per 10,000 services in operation.

“Over recent years, Vodafone has achieved an extraordinary turnaround,” a spokesperson for the telco said.

“This transformation is reflected in a number of industry benchmarks, including Vodafone’s status as the least complained about mobile telco for the past 12 months.

“Our ratio of 3.8 complaints per 10,000 services in operation for the June 2016 quarter is 40 per cent lower than the industry average, and represents a 73 per cent reduction on the same quarter in 2014.

The figures compiled by the TIO reveal a small uptick overall in telco complaints lodged with the body in April-June quarter compared to the preceding quarter, but a slight drop when compared to the corresponding quarter in 2015.

Typically the TIO sees an increase in complaints in the January-March quarter followed by a decrease in April-June.

Across all telcos there were 6.4 complaints per 10,000 services in operations, up from 6.2 in the January-March quarter but down from 6.5 in the corresponding period in 2015.


Provider


New complaints per 10,000 services in operation



Jan-Mar 2015

Apr-Jun 2015

Jul-Sep 2015

Oct-Dec 2015

Jan-Mar 2016

Apr-Jun 2016

Telstra

6.9

6

5.5

4.9

6.4

6.8

Optus

7.3

8.5

6.7

5.9

7.9

7.7

Vodafone

8.6

6.3

4.1

3.5

3.7

3.8

amaysim

1.5

1.8

0.9

0.7

1

0.8

Pivotel

2.2

1.8

1.5

0.8

0.8

1

All participants*

7.2

6.5

5.5

4.8

6.2

6.4

* Calculated by dividing participants’ total TIO new complaints by participants’ total SIO. Figures may change when there is a change in providers

Source: TIO

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Tags Telecommunications Industry Ombudsman (TIO)amaysimVodafoneoptusTelecommunicationsTelstra

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