Media Release

Campaign to prioritise telecommunications complaints resolution

The Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy, today welcomed a campaign to arrest the growing rate of consumer complaints in telecommunications.

"Consumers have the right to expect telecommunications providers to deliver the services they promise and deal with complaints in an efficient and courteous manner," Senator Conroy said.

"Telecommunications companies need to lift their game and I anticipate that this campaign will help encourage industry to take greater responsibility for its complaints performance."

Senator Conroy today officially launched the Telecommunications Industry Ombudsman's (TIO) connect.resolve campaign.

The campaign seeks to raise the profile of consumer complaints in  the telecommunications sector. It will examine trends, provide monthly analysis to larger service providers and publish the outcomes.

"There has been a worrying increase in consumer complaints and I congratulate the TIO for its efforts to arrest the trend," Senator Conroy said.

"Industry needs to take stock and direct its efforts to providing a better experience for consumers as a matter of priority."

The TIO reported a near 50 per cent increase in consumer complaints for 2007–08. Of particular concern was a substantial surge in  complaints about poor customer service and complaint handling.

"These statistics are a serious concern for the Government and for consumers, and they ought to be a very serious concern for the entire telecommunications sector," Senator Conroy said.

Further information about the TIO connect.resolve campaign is available from www.tio.com.au

Date: 21 November 2008
Contact: Tim Marshall 0408 258 457