Complaints made to telecommunication companies have dropped by two per cent in the 2011-12 year, but customers are increasingly frustrated by the quality of mobile phone services, according to a new Telecommunications Industry Ombudsman (TIO) report.

 

The report found that customers made 122,834 complaints about their mobile phones in 2011-12, up by nine per cent in 2010-11.

 

Ombudsman Simon Cohen reported positive signs about improvement in the telco industry late in the 2011-12 financial year. “There has been a clear trend, since April 2012, of reduced complaints, with the last quarter of 2011-12 being our quietest for almost two years,” Mr Cohen said. “This is a positive sign that reflects the focus by a number of telcos on improving their customer service.”

 

Mr Cohen said two out of three complaints made to the TIO were about mobile phones, reflecting the rising use of smart phones. Poor coverage, billing disputes and the quality of information given to consumers at the point of sale were common issues in these complaints.

 

“Complaints about unexpectedly high bills and unnecessary financial overcommitment point to the urgent need for strong spend management rules, including those that are included in the new Telecommunications Consumer Protection Code,” Mr Cohen said.

 

The annual report can be found here