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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These telco’s mainly Telstra have been running roughshod over the Australian public for too long. I have had numerous overcharges some as high as $275.00 on my phone account from telstra. When you ring to rectify the problem then you spend an hour on the phone trying to fix it. Telco’s should be forced to recompense the time the customer ( a subject or word they don’t recognise) spends on the phone, and it should be a hard hitting amount, say $10.00/minute. Then they might sit up and look. However I don’t think the government has the fortitude to stand up to them. I makes my blood boil thinking about it. And guess what the customers will always remain the bunnies.