A Decrease on the Complaints for Telecom Providers

A downturn rate in the amount of complaints received from consumers regarding telecommunications providers has been released by the Telecommunications Industry Ombudsman (TIO). The ombudsman received 52,730 complaints in the first three months of 2010, as compared to with December 2009 quarter wherein there are 54,287 complaints, and 61,248 in the September 2009 quarter. The ombudsman attributed the trend to a program it launched last year named "connect.resolve".

The TIO embarked the campaign aimed at encouraging the telecommunications industry to re-focus on customers and experiences. The sixth month connect.resolve campaign resulted in an overall stabilization in complaint rate, after almost eighteen months of sustained growth. Some of the major companies have stepped up to the challenge, with CEOs noting that they have made improvements in their customer handling processes. However, the proportions of complaints about customer service-related matters has remained unacceptably high in the first few quarters, and the industry still has much to do if consumers are to be convinced their voices are also being heard.

The increasing numbers of the consumers who call the TIO, over the past two to three years, have been telling about their concerns and complaints about feeling of disappointment because actions promised were not being able to follow through or at being given the run around by their service provider. Customer complaints often involve basic matters, about having to wait for a long time to speak with company representatives or getting transfered repeatedly between departments or about providers not fullfilling straight forward request, like changing an address or cancelling a service. Increasing complaints about such experiences from consumers indicate a real need for improvement in the fundamental areas of customer service and complaint handling.

During the connect.resolve campaign TIO worked closely with telecommunications providers to help them improve their customer service and complaint handling, which is a pleasing trend to see. Several CEOs of the largest member companies have publicly comitted to continue to continue to address customer service as a priority. And the industry as a whole is comitted in finding ways to improve its customer service through the initiatives of a communication alliance with TIO.