Finance Finance News Big fall in phone industry complaints

Big fall in phone industry complaints

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The Telecommunications Industry Ombudsman believes better communication between providers and customers has resulted in fewer complaints.

The number of complaints by Tasmanians has dropped to 2,100, down by 700 on the previous year.

Most related to disputed bills, poor information about contract terms or mobile phone coverage.

Ombudsman Simon Cohen believes the strong complaint handling rules under the new consumer protection code is behind the reduction.

“[There are] commonsense rules about acknowledging complaints quickly, about telling consumers about the outcomes of their complaints,” he said.

Tasmanians generally had the same concerns as interstate customers.

The top 10 problem areas were Sorell, George Town, Deloraine, Hobart, Fern Tree, Clarendon Vale, Kingston, Derwent Park, Huonville and New Town.

Nationally there were almost 160,000 complaints, a reduction of 18 per cent on the previous year.