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Technical issues continue to drive Aussie telco complaints

Holly Morgan | Dec. 21, 2016
New ACMA reports highlight lingering consumer quibbles despite some improvement

Even among connected businesses who found the process easy, only 22 per cent reported that everything went smoothly. On average, businesses were less satisfied with the process of connecting to the NBN from start to finish than private residents were.

For connected consumers, satisfaction with internet speeds was higher than for those who were not connected.

The findings suggested, however, that some consumers continued to experience concerns with service reliability, with around one in five reporting that their fixed internet and landline phone services were less reliable now than before connecting to the NBN.At the same time, 82 per cent consumers found it "easy or not difficult" to connect to the network, according to the report.

"The ACMA's research shows that as consumers adopt new technologies and they become mainstream, we see consumer service expectations change," Bean added.

"These changing expectations align with recent Telecommunications Industry Ombudsman (TIO) complaints data highlighting a 35 per cent increase in new complaints about internet services over the last financial year," he said.

The ACMA said the research is informing the regulatory's body's planned targeted compliance and education priorities for 2017.

According to the Authority, one particular compliance priority will be to ensure retail service providers are adhering to their requirements under the TCP Code as more customers migrate to the NBN.

The body added that the insights may also form potential enhancements to the TCP Code when it is reviewed again in late 2017.

Source: ARN 


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