Many commentators have declared that globalisation has already peaked, despite its role in the past year run of unprecedented successes worldwide in health, wealth, education and life expectancy. Certainly the contradictions of that success caught up with us in In the West, stagnant incomes among broad groups made them angry at elites who were bailed out after the global financial crisis. Frustrated voters have rejected more international integration.
Three examples of potential systemic issues we saw this year included complaint handling, contracts, and information about mobile roaming. Complaint handling We raised a potential systemic issue with a provider after noticing a trend in their customers withdrawing complaints from the TIO before the complaint was resolved.
It appeared the provider had been instructing customers to withdraw their complaints as a condition of dealing with their issues. The contracts also stipulated a consumer would have to raise any billing disputes within three months of the bill being issued.
After the provider was informed that the practice may not be in line with obligations set out in the TCP Code they agreed to change their contract terms and conditions to comply with the Code. Mobile roaming information We raised a potential systemic issue with a provider after we noticed a number of their consumers had made complaints about an international mobile roaming product.
Consumers appeared to be confused about which countries were included, how the product worked and the timeliness of usage alerts overseas. The provider responded to our alert by undertaking a wholesale review of the product advertising, alerts and Critical Information Summaries to ensure its customers had clear information about the potential overseas usage charges.
This year, the main issues for small business consumers were landline connections and faults. Small business complaints can also involve complex contractual agreements and require urgent attention because of the potential for financial loss from the loss of telecommunications services.
Small business complaints are more likely to require conciliation and investigation, with 7. Complaints in other languages Where a consumer has difficulty expressing themselves in English, we can provide interpreters, and subscribe to the National Relay Service.
Over the past year, we received complaints in 42 different languages, including Farsi, Arabic and Mandarin. Prev Next New complaints by state This data is taken from the postcode provided by the consumers making the complaint.
In 1, cases, the consumer either did not provide a postcode, or the postcode was incorrect. In addition, three new complaints were from other territories e.
Proportionally, we received more new complaints from Victorian consumers 5. South Australia, which had 5. The overall ratio of new complaints per 1, people across Australia was 5. Prev Next Service provider complaint statistics The publication of TIO new complaint statistics for telecommunications service providers reflects our commitment to transparency and independence.
Complaint numbers about different service types are likely to reflect the service offering of the provider. The data in the graphs is not adjusted for the number of customers or services in operation during the reporting period.
Telstra Telstra had an overall 3. The drop would have been even sharper had it not been for the increase in complaints about internet services.
Optus There was an New complaints about mobile services dropped slightly but there was an increase in complaints about both landline and internet services. Vodafone Vodafone was successful in reducing its new complaints by The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia.
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