Tasmanian telco complaints skyrocket, new report reveals

Tasmanian complaints to the Telecommunications Industry Ombudsman rose a drastic 33.1 per cent in the July-December period last year compared to the same period in 2016.

A new report from the ombudsman shows that complaints relating to the National Broadband Network had spiked by 203.9 per cent nationwide. 

Along with Queensland, Victoria and Western Australia, Tasmania recorded more than a 30 per cent increase in telecommunications complaints to the ombudsman.

The state was responsible for 1614 total complaints in the period, making up 1.9 per cent of the national complaint figures.

Among the top complaint issues in Tasmania were provider response (737 complaints), poor service quality (360) and lack of service (292).

Of the 22,827 national complaints made about services delivered over the NBN, less than five per cent (1052 complaints) were sent to NBN Co for resolution.

Ombudsman Judi Jones noted that Australia’s telecommunications industry continued to experience “significant change”.

​”The [NBN] rollout … is changing the way we use telecommunications services,” she said.

“However, consumers still seem to be facing the same problems.

“The consumer experience is still not meeting expectations for all. Recent changes to regulation … will help improve the consumer experience.”

NBN local manager Russell Kelly said internet service quality could be affected by “many factors”, some of which did not relate to the NBN.

“It is this complexity that requires everyone to work together to try to improve customer experience,” he said.