Telecommunication complaint numbers fall but excess data problems on the rise
The number of complaints to the Telecommunications Industry Ombudsman (TIO) have dropped for the third year in a row.
The TIO received about 20,000 fewer complaints than in the previous 12 months, according to its 2013-14 report.
Ombudsman Simon Cohen said the industry had taken steps to improve its standing with customers.
"When we look at the reasons ... we can point to specific industry initiatives. That means complaints to the TIO are reducing for all the right reasons," he said.
Issues with coverage are down by 50 per cent, while complaints over international mobile roaming have dropped by more than a third.
Gripes over how telcos handle complaints have also dropped by half over three years.
The falls bring the total number of complaints last financial year to a six-year low of more than 138,000.
Disputes over excess data costs on the rise
Despite the overall drop in complaints, grievances over excess data charges have risen sharply.
Those complaints rose 27 per cent in 2013-14, to a total of 14,000.
"The median of those was $440, but there were more than 60 where the amount in dispute was greater than $10,000," Mr Cohen said.
He said the rise came at a time when consumers were using more data on faster networks.
"This trend shows a risk that there's a gap between what's included in consumer plans and how much data they actually use, and it's one we'll be monitoring closely over the coming 12 months," Mr Cohen said.
Despite the commitment to monitor the practice, Mr Cohen said the TIO did not have the power to compel companies to change their plans.
"Our job is very much to report what consumers are saying is the cause of their complaint, and really to give that information to the consumers, to industry and the community, so they can think about appropriate ways to respond to them," he said.
