Complaints 32,801total complaints referred to providers · Top 5 issues No or delayed action by...

32,801 total complaints referred to providers

Internet services were the most complained about service type

Complaints

Quarterly reportQuarter 1Financial year 2020

Providers

Top 5 issues

No or delayed action by provider

Service and equipment fees

Delay establishing a service

No phone or internet service

Resolution agreed but not met

Dispute resolution

Enquiries

enquiries

Online Calls

Contacts

47.9k 40k

residential consumers

Who complained

86%

small business consumers14%

11.5k

10.5k

4.6k

4.2k

3.6k

0 12k

15,925fault and connection complaints

of total complaints

13.6% of providers had a complaint in Q1

92.9% of total complaints camefrom the top 10 providers

5,420 complaints came backunresolved from providers

4,225 unresolved complaints were escalated for dispute resolution

48.6%

13,030

0 5k 10k 15k 20k 25k 30k 35k 40k

32,801

33,894

37,599

30,035

30,859

Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 3k 6k 9k 12k 15k

13,030

11,989

12,984

11,843

12,538

Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 20k 40k 60k 80k 100k

40,010

39,482 45,914

39,477 48,213

35,900

40,485

41,486

42,154

47,918Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

Quarter 1 Report 2019-20 2.

Contacts and complaints

Enquiries

Contacts

Complaints

CallsOnline

0 5k 10k 15k 20k 25k 30k 35k 40k

10,657 (33%) 9,968 (30%) 7,395 (23%) 383 (1%)

402 (1%)

4,398 (13%)

11,575 (34%) 4,763 (14%) 9,533 (28%) 7,621 (23%)

12,969 (35%) 4,812 (13%) 10,682 (28%) 8,841 (24%)

9,621 (32%) 3,862 (13%) 9,583 (32%) 6,734 (22%)

8,999 (29%) 3,830 (12%) 10,305 (33%) 7,482 (24%)

Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

295 (1%)

235 (1%)

243 (1%)

0 2k 4k 6k 8k 10k 12k


Service & equipment fees


Slow data speed


Intermittent service/drop outs


Missed appointment

Termination fee

Misleading conduct when making a contract

11,522 (30%)

10,553 (28%)

4,591 (12%)

4,166 (11%)

3,575 (10%)

2,983 (8%)

2,417 (7%)

1,743 (5%)

1,465 (4%)

1,183 (4%)


Complaints by service type

Complaints by service type

Top 10 issues in complaints

Internet Landline Mobile Multiple Property

0 5k 10k 15k 20k 25k 30k 35k 40k

28,081 (86%)

29,064 (86%) 4,830 (14%)

32,382 (86%) 5,217 (14%)

25,403 (85%)

26,046 (84%)

4,632 (15%)

4,813 (16%)

4,720 (14%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 2k 4k 6k 8k 10k




Slow data speed




Missed appointment

Termination fees


9,779 (35%)

9,169 (33%)

3,846 (14%)

3,406 (12%)

1,653 (5%)3,139 (11%)

2,562 (9%)

2,239 (8%)

1,502 (5%)

1,246 (4%)

1,040 (4%)

0 .5 1k 1.5k 2k




Number problem due to connection, disconnection or transfer




Termination fee


Disconnection in error

1,743 (37%)

1,384 (29%)

760 (16%)

745 (16%)

1,653 (5%)436 (9%)

421 (9%)

255 (5%)

249 (5%)

241 (5%)

219 (5%)


Who complained

Complaints by consumer type

Top 10 issues for residential consumers

Top 10 issues for small businesses

ResidentialSmall business & other

Mobile - complaints by consumer type

0 2k 4k 6k 8k 10k 12k

8,884 (89%)

8,460 (89%) 1,073 (11%)

9,537 (89%) 1,145 (11%)

8,537 (89%)

9,281 (90%)

1,046 (11%)

1,024 (10%)

1,084 (11%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

Mobile - complaints

0 2k 4k 6k 8k 10k 12k

9,968

9,533

10,682

9,583

10,305

Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 .5k 1k 1.5k 2k 2.5k 3k 3.5k




Termination fee

Equipment fault

Poor mobile coverage


Excess data charges

Barring/suspension/disconnection

Financial hardship/repayment arrangement

3,392 (34%)

3,274 (33%)

1,190 (12%)

941 (9%)

634 (6%)

628 (6%)

555 (6%)

525 (5%)

488 (5%)

478 (5%)


Complaints about mobile services

Mobile complaints

Top 10 issues for mobile services

Mobile service type by consumer


0 3k 6k 9k 12k 15k

9,832 (92%)

10,677 (92%) 898 (8%)

11,914 (92%) 1,055 (8%)

8,754 (91%)

8,177 (91%)

867 (9%)

822 (9%)

825 (8%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

Internet - Internet service type by consumer type

0 2k 4k 6k 8k 10k

4,621 (68%)

5,006 (64%) 2,794 (36%)

5,333 (58%) 3,881 (42%)

3,327 (50%)

3,180 (54%)

3,281 (50%)

2,703 (46%)

2,214 (32%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

Internet - Faults and connection complaints

0 .5k 1k 1.5k 2k 2.5k 3k 3.5k 4k




Slow data speed




Missed appointment

Termination fee


3,720 (35%)

3,508 (33%)

2,036 (19%)

1,901 (18%)

1,653 (16%)

1,510 (14%)

1,074 (10%)

607 (6%)

482 (5%)

325 (3%)


Complaints about internet services

Fault and connection complaints

Top 10 issues for internet services

Internet service type by consumer

Services delivered over the NBNServices delivered over other networks

Fault and connection issues in top 10


0 1k 2k 3k 4k 5k

3,062 (70%)

3,403 (71%) 1,360 (29%)

3,442 (72%) 1,370 (28%)

2,549 (66%)

2,540 (66%)

1,313 (34%)

1,290 (34%)

1,336 (30%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 .5k 1k 1.5k 2k 2.5k 3k 3.5k

1,820 (62%)

1,893 (57%) 1,456 (43%)

1,634 (49%) 1,686 (51%)

1,167 (46%)

1,154 (49%)

1,368 (54%)

1,198 (51%)

1,114 (38%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 .5k 1k 1.5k 2k






Number problem due to connection, disconnection or transfer


Partially restricted service


Missed appointment

1,514 (34%)

1,099 (25%)

998 (23%)

642 (15%)

467 (11%)

403 (9%)

324 (7%)

311 (7%)

234 (5%)

150 (3%)


Complaints about landline services


Top 10 issues for landline services

Landline service type by consumer




0 2k 4k 6k 8k 10k

5,954 (81%)

6,151 (81%) 1,470 (19%)

7,209 (82%) 1,632 (18%)

5,356 (80%)

5,833 (78%)

1,378 (20%)

1,649 (22%)

1,441 (19%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 1k 2k 3k 4k 5k 6k

2,988 (72%)

3,077 (67%) 1,494 (33%)

3,395 (62%) 2,051 (38%)

2,177 (56%)

2,452 (60%)

1,732 (44%)

1,621 (40%)

1,150 (28%)Q119-20

Q418-19

Q318-19

Q218-19

Q118-19

0 .5k 1k 1.5k 2k 2.5k 3k






Slow data speed



Bill unclear/not received

Missed appointment

2,987 (40%)

2,648 (36%)

1,447 (20%)

1,395 (19%)

904 (12%)

822 (11%)

430 (6%)

419 (6%)

410 (6%)

366 (5%)


Complaints about multiple services


Top 10 issues for multiple services

Multiple service type by consumer




Telstra 16,703 (51%)

Optus 7,758 (24%)

iiNet 1,520 (5%)

Vodafone 1,439 (4%)

TPG 1,312 (4%)


Top 10 providers by complaints

Top 10 providers by complaint numbers

MyRepublic 265 (1%)

Exetel 464 (1%)

Southern Phone Company 372 (1%)

Dodo 358 (1%)

M2 Commander 285 (1%)

Top 10 providers by service type

Organisation/Group Internet Landline Mobile Multiple Property

Telstra Corporation 4,646 2,548 5,208 4,198 103

Optus Group 2,173 893 2,852 1,801 39

iiNet Ltd 957 168 43 346 6

Vodafone Australia Limited 134 3 1,241 60 1

TPG Internet Pty Ltd 873 122 81 225 11

Exetel Pty Ltd 337 51 18 57 1

Southern Phone Company Ltd 135 101 65 71 -

Dodo Services Pty Ltd 205 23 43 86 1

M2 Commander Pty Ltd 28 131 8 117 1

MyRepublic Pty Ltd 232 10 - 23 -

0 .5k 1k 1.5k 2k 2.5k




Slow data speed




Number problem

Termination fee


2,050 (43%)

844 (18%)

782 (16%)

591 (12%)

544 (11%)

464 (10%)

422 (9%)

254 (5%)

180 (4%)

170 (4%)

0%

6%

12%

18%

Q118-19

14.3%

9.8%

Q218-19

Q318-19

Q418-19

Q119-20

15.2%16.3% 16.7%

10.6% 10.6%10.0%

4.4%

11.0%

Escalated complaintsUnresolved complaints


Unresolved and escalated complaints

Unresolved and escalated complaint proportion

Top 10 issues in unresolved complaints

The above table shows the proportion of complaints (including enquiry referrals) from each quarter that were unresolved or escalated at the end of the final reported quarter.

Complaints may become unresolved or escalated outside the quarter of the original complaint (or enquiry referral), and as a result these percentages can increase over time. We expect the most recent quarter to change most dramatically in the subsequent periods as complaints age over time. This will be reflected in subsequent reports.


This section explains the finer points of our data.

Complaints

When we talk about complaints, these:• are expressions of dissatisfaction about a provider where the consumer has contacted the provider

and is not satisfied with the outcome. We send complaints to specialist teams at providers for another attempt at resolution. Most complaints are resolved in this process

• may include more than one issue• do not include enquiries, enquiry referrals or withdrawn complaints.

Dispute resolution is the part of our scheme that works with providers and consumers to resolve escalated complaints.

Early resolution is the part of our scheme that takes initial contacts from our consumers and either logs them as enquiries or refers complaints to our providers.

EnquiriesWhen we talk about enquiries, these: • include enquiries and enquiry referrals• do not include withdrawn enquiries.

Enquiry referrals are complaints that have not been raised with the provider prior to a consumer contacting us. We refer these complaints to providers, but allow providers a longer time to try and resolve these. We don’t include these in the overall complaint numbers as providers have not had the opportunity to resolve them prior to our contact.

Escalated complaints are those unresolved complaints we are working or have worked on with the parties. The proportion of unresolved complaints in the last two quarters is likely to increase as it can take time for a complaint to come back to us as unresolved and then progress to escalation. Some unresolved complaints never become escalated complaints as they are resolved or discontinued prior to escalation.

Fault and connection complaints are complaints with a fault or connection issue. These are only counted once, regardless of the number of issues raised in the complaint. These complaints may have other issues that do not relate to faults or connections. Faults and connections includes issues from the connection, no service and poor service quality issue sub categories.

ContactsWhere we talk about contacts, this:• includes calls, emails and online forms that come through our public portals• excludes calls and emails to individual staff members• includes all contact up until a complaint is classified as unresolved.

How we do data


Internet complaints relate to services delivered over the internet. These do not include internet services delivered via mobile devices.

IssuesA single complaint can have more than one issue. Where we talk about complaint numbers, we only count complaints once. Where we talk about issues, we count all the issues.

Issues in complaintsWe record complaints based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. For a complete list of issues in complaints see pages 13, 14 and 15.

Landline complaints includes complaints about voice services delivered over the National Broadband Network.

Mobile complaints are complaints relating to a mobile telephone device or service, including complaints about internet accessed through a mobile telephone service.

Multiple complaints relate to complaints about more than one service type with the one provider.

Online includes all web forms and emails.

Property complaints includes complaints about damage to a provider or land owner’s property, or a dispute about use of property by a provider or carrier.

Small business includes small businesses, not-for-profits and charities.

Top 10 providers Where we talk about the Top 10 providers, we mean those we received the most complaints about in the quarter. The data does not reflect the number of customers or services in operation. Us receiving a complaint does not necessarily mean a provider or network operator is at fault.

Timing of reportsIf a complaint or enquiry is withdrawn or cancelled before the end of the financial year, we remove it from reports.

Where we reclassify a complaint, we remove it from reports. For this reason we adjust volumes of quarterly data before the end of the financial year.

Unresolved complaints Where we talk about unresolved complaints, we mean those we sent to providers and then came back to us as unresolved. The proportion of unresolved complaints in the last two quarters is likely to increase as it can take time for a complaint to come back unresolved. Some unresolved complaints never become escalated complaints as they are resolved or discontinued prior to escalation.

Unresolved and escalated proportions show the proportion of complaints and enquiry referrals in the quarter that are now Unresolved or Escalated.


Issues in complaints

Establishing a service

Making a contract

Product unsuitable

Inadequate documentation

Inadequate credit assessment

Inadequate explanation of product

Refused a service

Cooling off

Unable to contract

Misleading conduct

Unconscionable conduct

In contract

Variation by provider

Request to change account holder

Not liable for contract

Unfair contract terms

Equipment finance agreement

Mishandling of business information

Failure to cancel

Connection

Delay

Number problem

Changing provider

Unauthorised transfer

Service delivery

No serviceNo service


Network outage

Poor service quality

Intermittent/drop outs

Poor mobile coverage

Noise/interference

Slow data speed

Restricted service

EquipmentUnsuitable

Fault

Special services

Priority assistance

Disability equipment

Enhanced/add-on feature

Directory listing - business

Payment for a service

Charges and fees

Bill unclear/not received

Excess data

Excess call/sms/mms

Roaming

3rd party

Fee for a bill

Connection/reconnection

Late payment/dishonour

Termination

Service and equipment

Technician

Payments

Direct debit

Missing payment

Unsuitable payment options

Payment extension

Debt management

Financial hardship/repayment arrangement

Barring/suspension/disconnection

Credit default report

Sold debt

Debtor harassment

Statute barred debt/bankrupt

Not liable for debt


Customer service

Personal information

Object to collection

Unauthorised disclosure

Information inaccurate

Access denied

Silent number/directory listing

Compensation sought

Business loss

Customer Service Guarantee

Other financial loss

Non-financial loss

Provider response

Uncontactable

Refusal to deal with representative

Missed appointment

No or delayed action


Rudeness

Unwelcome/life threatening communications

Inadequate fault testing

Property

InfrastructureHazardous, non-compliant or temporary infrastructure

Location of equipment

DamageBy consumer

By provider

By 3rd party


Complaints 32,801total complaints referred to providers · Top 5 issues No or delayed action by...

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