The TIO's annual report summarises which ISPs (and telephone companies) get the most complaints and what they're doing wrong. Who's topping the charts this year?
The number of complaints logged in the 2009-2010 financial year was 167,955, which was a drop of 5% on the previous year. The top issues referred to the TIO were billing and payment problems, customer service problems failing to respond to customer queries, and bill shock over unexpected services.
Unsurprisingly, two of the most common causes of bill shock were roaming charges on mobiles (complaints were up 81%) and Internet usage on mobiles (up 71%).
The table below lists every provider who had more than 1,000 complaints lodged with the TIO in 2009-2010. (Operating carriers and ISPs are required to be members of the TIO.)
It's to be expected that larger companies will generate more complaints, given the bigger customer base they start with. So it's no surprise to see the big three networks — Telstra, Optus and Vodafone/3 — topping the list. AAPT's relatively high level may be an issue of some concern for iiNet, which has purchased its consumer Internet business. As ever, Dodo ranks highly relative to its size, though its figures have fallen from the previous year's report.
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