complaints 32,801total complaints referred to providers · top 5 issues no or delayed action by...
TRANSCRIPT
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
No or delayed action by provider
Service & equipment fees
Delay establishing a service
Slow data speed
No phone or internet service
Intermittent service/drop outs
Resolution agreed but not met
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%)
Quarter 1 Report 2019-20 3.
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
No or delayed action by provider
Service & equipment fees
Delay establishing a service
Slow data speed
No phone or internet service
Intermittent service/drop outs
Resolution agreed but not met
Missed appointment
Termination fees
Misleading conduct when making a contract
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
No or delayed action by provider
Service & equipment fees
Delay establishing a service
Number problem due to connection, disconnection or transfer
No phone or internet service
Intermittent service/drop outs
Resolution agreed but not met
Termination fee
Misleading conduct when making a contract
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%)
Quarter 1 Report 2019-20 4.
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
No or delayed action by provider
Service & equipment fees
Misleading conduct when making a contract
Termination fee
Equipment fault
Poor mobile coverage
Resolution agreed but not met
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%)
Quarter 1 Report 2019-20 5.
Complaints about mobile services
Mobile complaints
Top 10 issues for mobile services
Mobile service type by consumer
ResidentialSmall business & other
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
No or delayed action by provider
Service & equipment fees
Delay establishing a service
Slow data speed
No phone or internet service
Intermittent service/drop outs
Resolution agreed but not met
Missed appointment
Termination fee
Misleading conduct when making a contract
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%)
Quarter 1 Report 2019-20 6.
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
ResidentialSmall business & other
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
No or delayed action by provider
No phone or internet service
Delay establishing a service
Resolution agreed but not met
Intermittent service/drop outs
Number problem due to connection, disconnection or transfer
Service & equipment fees
Partially restricted service
Disconnection in error
Missed appointment
1,514 (34%)
1,099 (25%)
998 (23%)
642 (15%)
467 (11%)
403 (9%)
324 (7%)
311 (7%)
234 (5%)
150 (3%)
Quarter 1 Report 2019-20 7.
Complaints about landline services
Fault and connection complaints
Top 10 issues for landline services
Landline service type by consumer
ResidentialSmall business & other
Services delivered over the NBNServices delivered over other networks
Fault and connection issues in top 10
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
No or delayed action by provider
No phone or internet service
Delay establishing a service
Resolution agreed but not met
Intermittent service/drop outs
Slow data speed
Service & equipment fees
Misleading conduct when making a contract
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%)
Quarter 1 Report 2019-20 8.
Complaints about multiple services
Fault and connection complaints
Top 10 issues for multiple services
Multiple service type by consumer
ResidentialSmall business & other
Services delivered over the NBNServices delivered over other networks
Fault and connection issues in top 10
Telstra 16,703 (51%)
Optus 7,758 (24%)
iiNet 1,520 (5%)
Vodafone 1,439 (4%)
TPG 1,312 (4%)
Quarter 1 Report 2019-20 9.
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
No or delayed action by provider
Service & equipment fees
Delay establishing a service
Slow data speed
No phone or internet service
Intermittent service/drop outs
Resolution agreed but not met
Number problem
Termination fee
Misleading conduct when making a contract
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
Quarter 1 Report 2019-20 10.
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.
Quarter 1 Report 2019-20 11.
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
Quarter 1 Report 2019-20 12.
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.
Quarter 1 Report 2019-20 13.
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
Disconnection in error
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
Quarter 1 Report 2019-20 14.
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
Resolution agreed but not met
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
Quarter 1 Report 2019-20 15.