The Telecommunications Industry Ombudsman (TIO report 2017/18) reveals a litany of complaints with Telstra leading the way and Optus not far behind.
Remember that the 167,831 formal complaints (TIO report 2017/18 here) required people to get off their backsides and document a complaint. These people reached their last straw. Unfortunately, so few formally complain – and that is a shame.
Complaints include billing (more like gouging), establishing a connection (yes Telstra did that to me), service quality (ditto), missed appointments (major issue), or services delivered over the National Broadband Network (which Telcos have the temerity to blame on NBN when it is not).
Telstra earns the gold star for most number of complaints
As a person who could cheerfully strangle Telstra (disclosure I am not a happy chappy – read my ‘rants’ here and here) I was heartened to know I was not alone – 49.2% of the formal complaints was for it.
The biggest proportion of complaints to Telstra were about multiple services or bundles (35.4%) followed by Mobile Phone (25.1%), Internet (24.9%) and Landline (14.1%).
Optus is second but
let’s not mention the World Soccer debacle
My neighbour uses Optus, moving into the property a few months ago. Optus was next with 23.2% of complaints. “Bloody Optus – serves ‘em right” was the stoic ex-bushies response. He waited over two months to get NBN connected, and it is still not right!
Optus complaints included Mobile Phone (44.2%), Multiple services (25.1%), Internet (23.3%) and Landline (7.2%).
Vodafail is third – does anyone still use them?
My local general store shopkeeper uses Vodafone. He constantly complains about mobile service dropouts; billing errors and the internet service is a joke. Vodafone came third with 5.8% of complaints.
Vodafone was overwhelmingly about
TPG and iiNet are forth
My daughter uses iiNet/TPG that merged in 2016. Combined complaints were 8.3% (4.6/3.7%). Her biggest complaint was that it took months to get stable internet service. The issue was a very poor-quality modem supplied and an ongoing supplier reluctance to do anything about it.
iiNet/TPG had 56.9/57.2% of complaints about Internet and 29.5/29.3% about multiple services.
Before those companies all shout “Lies, damned lies and statistics” yes, we acknowledge that they have the largest market share, so they are bigger targets. But not one person I know has had a good run with any provider.
The remainder are predominately NBN resellers
They are called CSP (crap service providers) that bundle MVNO (mobile virtual
A dishonourable mention goes to Dodo – the fifth most complained about CSP/MVNO. This includes internet complaints (46.6%), multiple services (33.4%), landlines (10.7%) and mobiles (8.9%).
Frankly, these third-parties may be cheap, but that is all about “Never mind the quality, feel the width” – a low-grade 1967 British comedy that best describes our third-party providers that promise a lot and seldom