The Telecommunications Industry Ombudsman ((TIO)) says it received more than 167-thousand complaints about telephone and internet services last financial year, an increase of just over 6 per cent. The biggest source of complaints were for mobile phone services.
Ombudsman Judi Jones says telco providers need to focus more on customer service, as most complaints are centred around billing.
In the 2017-2018 financial year, Telstra received the most complaints. Issues with Vodafone reduced, while complaints against Optus leapt 35 per cent.
Angus Kidman from Finder, an online financial comparison website for consumers, says Optus' bailout during the football World Cup has had long-term effects on the telco giant.
Optus says it is making improvements by investing in customer initiatives such as online chat and reducing wait times when contacting the company. Telstra says it aims to improve service by simplifying its products and structure.
There were 14-and-a-half thousand complaints about establishing a national broadband (NBN)) connection, and 27- thousand about N-B-N service quality.
But reports suggest complaints in the second half of the year have fallen slightly.
the Australian Competition and Consumer Commission alleged Optus signed up customers for expensive and often unwanted content, such as games and ringtones, without adequately informing them.
More than 240- thousand customers have been affected, with the telco returning 12-million dollars so far.
The obudsman says there's still more to be done, but the first thing to do is contact the provider.
If that does not work, you can call the ombusdman, or head online to t-i-o.com.au
Listen to the podcast in Arabic above.
