the telecommunications industry ombudsman's perspective - simon cohen, ombudsman, tio

Simon CohenOmbudsman

Telecommunications Industry Ombudsman www.tio.com.au

2Telecommunications Industry Ombudsman

Key points

Telecommunications Industry Ombudsman www.tio.com.au

• TIO Complaints – one window only

• Coverage top substantive issue in mobile complaints

• Common threads

• Perspectives

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What is mobile network performance?

Telecommunications Industry Ombudsman www.tio.com.au

• Coverage

• Capacity

• Quality

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TIO complaints – one window only

Telecommunications Industry Ombudsman www.tio.com.au

• Mobile network performance is important

• Consistent mobile focus in the media

• TIO complaints

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TIO complaint data

Telecommunications Industry Ombudsman www.tio.com.au

Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr42010/11 2011/12 2012/13

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Mobile new complaints Mobile coverage issues

6Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au

Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr12010/11 2011/12 2012/13 2013/14

-

2,000

4,000

6,000

8,000

10,000

12,000

14,000

Mobile coverage issues Call drop outs Slow data speed

TIO complaint data

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TIO complaint data

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TIO complaints – Roger’s complaint

• Roger contacted us about problem with his mobile phone’s coverage

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TIO complaints – common threads

Nature of coverage problems

Location

Info about coverage

Customer service

Other drivers

Resolution

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TIO complaints – common threads

SMS/MMS delay

Internet unavailable

Voice quality / drop outs

No coverage

Unable to make calls in coverage

0 10 20 30 40 50 60 70 80 90

28

36

51

63

78

Nature of coverage problem(n=200)

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TIO complaints – common threads

Location of coverage problems(n=200)

Location info. Unknown

Work

On the move

Home

0 20 40 60 80 100 120

55

13

34

98

12Telecommunications Industry Ombudsman

TIO complaints – common threads

Nature of coverage problems

Location

Info about coverage

Customer service

Other drivers

Resolution

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Perspectives

Telecommunications Industry Ombudsman www.tio.com.au

• Mobile performance matters

• Ripe for engagement

• Not only about data

• Customer disconnect