Telco complaints surge, mainly over mobiles

MELBOURNE: Complaints against the telecommunications industry in Australia rose a whopping 54 per cent in the 2008-09 financial year, prompting the industry ombudsman to issue a warning to business and consumers.

Releasing the Telecommunications Industry Ombudsman's annual report yesterday, the ombudsman, Deirdre O'Donnell, revealed 230,065 complaints had been lodged by consumers and small business.

Billing and payment of telephone and internet services was the main area of concern but the highest increase in complaints was among mobile phone users (79 per cent rise), internet (57 per cent), landline (40 per cent) and mobile premium services (13 per cent). O'Donnell said 90 per cent of complaints were resolved after a referral back to the service provider.

Market leader Telstra recorded 80,983 complaints involving 174,123 issues - by far the most of any carrier.

Of these issues, almost 105,000 involved landlines.

O'Donnell said the results were mixed for Telstra and its new chief, David Thodey.

"There is no doubt we have seen in this year, 2009, a decline in the rate of Telstra complaints and a stabilisation," O'Donnell said.

She said it was crucial telcos clearly spelled out their terms and conditions, while consumers were implored to read the fine print.

- AAP