Thu, 9 Mar 2000 1:30 AEDT

Phone services complaints on the rise

There has been another increase in the number of complaints about phone services and connections.

The Telecommunications Industry Ombudsman says problems in the provision of services represent 18.5 per cent of all complaints and delays in connections three quarters of these.

The Ombudsman's quarterly report shows complaints about service provision rose from the sixth largest source of complaint in 1997, to the second largest now.

The rise is partly because of increased public awareness of the customer service guarantee and increased demand for Internet phone lines.

There was also an increase in complaints about Internet service providers increasing tariffs or changing services after a contract is signed.

But complaints for fault repairs have fallen, from 12 per cent of all complaints in the June quarter, to 10 per cent now.

http://www.abc.net.au/news/newslink/nat/newsnat-9mar2000-2.htm

-- Martin Thompson (mthom1927@aol.com), March 08, 2000

Answers

Telecommunications Ombudsman delivers report on phone standards

Australia's Telecommunications Industry Ombudsman has reported a growing level of consumer frustration at phone service standards.

Anne Barker reports, delays in phone connections represent nearly 14- percent of all complaints.

Consumer problems in getting new phone services are now the second largest source of complaints to the Telecommunications Ombudsman - representing 18 percent of all complaints in the December quarter. And three quarters of these were about delays in new phone connections. The rise is partly attributed to increased public awareness of the customer service guarantee and increased demand for internet phone lines. Complaints about internet access contracts also rose - mostly because of dissatisfaction at internet service providers increasing tariffs or changing services after a contract is signed. But complaints for fault repairs have gone down - partly because phone companies are becoming more efficient, and because of a lack of heavy rainfall in the December quarter

http://www.abc.net.au/ra/newsdaily/rael-9mar2000-114.htm

-- Martin Thompson (mthom1927@aol.com), March 08, 2000.