Complaints to the Telecommunications Industry Ombudsman (TIO) – as a percentage of services in operation – have fallen to their lowest level since 2015, according to the TIO’s latest quarterly report.

As a proportion of services in operation (SIO) for service providers that participate in the report, the figure was 6.0 complaints per 10,000 services for October – December 2018.

Communications Alliance said the result marked the fourth consecutive quarter of decline and the result showed “focused efforts by service providers has improved service delivery and the overall customer experience.”

John Stanton, Chief Executive Officer of Communications Alliance

Communications Alliance CEO John Stanton said the ACMA’s new customer-service-focused instruments that came into effect during the year had contributed to the result.