Consumers believe download speeds are improving

Nearly half of consumers have been with their telco service provider for five years or more, according to a new survey by ACCAN.

Network improvements for telcos appear to be paying off, with 61 per cent of people believing Internet download speeds are getting better, according to a survey by ACCAN.

The ACCAN National Consumer Perceptions Survey covered 800 people over the age of 18.

It found the number one device for communication was the mobile phone, with 58 per cent of respondents preferring it over a fixed line phone (29 per cent).

The survey also found Australians are relatively brand loyal, with nearly half (46 per cent) having been with the same telco provider for five years or more for their main communications service. A total of 65 per cent of consumers over the age of 55 have been with the same company for five years or more.

“It’s surprising that so many people have been with the same telecommunications provider for five years or more, especially at a time when there have never been more providers offering competitively priced voice and Internet services in Australia,” Teresa Corbin, ACCAN chief executive, said in a statement.

“We’re going to take a closer look at why people don’t actively participate in the market by shopping around. If you’ve been with the same provider for a long time, it’s worth checking to see what other deals are on offer.

“People are actively trying to save money on other utilities like energy, but for some reason when it comes to telecommunications services many people just stay with the same provider.”

Other findings of the survey reveal 76 per cent of people have made a complaint to their service provider.

Of these complaints, 36 per cent of people were dissatisfied with the responses from their service provider, while 46 per cent of people are willing to take complaints to the Telecommunications Industry Ombudsman (TIO) if problems couldn't be resolved with their service provider.

Follow Stephanie McDonald on Twitter: @stephmcdonald0

Follow Computerworld Australia on Twitter: @ComputerworldAU

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