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Telco complaints on the rise

Complaints about telecommunications companies are continuing to rise, despite a nation wide campaign to lift customer service in the industry.

Industry ombudsman Deirdre O’Donnell released a report on Monday detailing how often people complained about the nation’s top 10 telcos, with over 20,000 complaints registered a month. Telstra topped the list as the worst offender.

O’Donnell said the major complaints involved customer service issues such as billing errors, failure to cancel direct debit, failure to cancel accounts when asked, not providing information when asked and inconsistencies within an organisation.

O’Donnell is hopeful the numbers will drop by the end of the year, with the connect.resolve program putting the spotlight on customer service in the telco industry.

Minister for Broadband, Communications and the Digital Economy Stephen Conroy said he was concerned at the high number of complaints being registered.

“It (number of complaints) is simply too high and the industry is not doing enough,” he told reporters.

“As I have previously warned, regulatory options will be considered if consumer interests are not adequately protected,” he added.

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Jessica Stanic

Jessica Stanic

Jessica has a background in both marketing and journalism and is dedicated to making the website the leading online resource for small to medium businesses with ambitions to grow.

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