occam read this!!"TLS accounts for less than half of all...

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"TLS accounts for less than half of all compaints, whereas they have much more than half the "


Telstra tops list of telco complaints

http://www.dailytelegraph.com.au/news/telstra-tops-list-of-telco-complaints/story-e6freuy9-1225855990855

* By Holly Byrnes
* From: The Daily Telegraph
* April 20, 2010 2:29PM
* 9 comments

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THE race up the information superhighway has left telco customers behind - and mad as hell - with a surge in complaints triggering a public inquiry.

The communications watchdog has announced the probe after angry feedback to the official Ombudsman grew to 900 complaints per day.

Australian Communications and Media Authority boss Chris Chapman told a Sydney summit the sheer weight of complaints was the ``tipping point'' for the industry and regulators ``to turn the mirror on our structures and roles.''

He said layers of Government bodies formed to address consumer grievances, including the Telecommunications Industry Ombudsman (TIO) and ACMA itself, left the consumer in an ``alphabet soup'' of complaint handling.

``In many cases, the sheer explosion in market activity has overwhelmed legacy customer care and complaint systems and to date have defeated a 'single view of the customer'. This has exacerbated the fuzziness over who is responsible for what.

The result is that much has fallen between the cracks,'' Mr Chapman said.

This follows a six-month publicity campaign last year by the TIO which encouraged service providers to take customer complaints seriously.

In December last year, complaint issues to the Ombudsman totalled 35,731

Market leader Telstra topped the grievance list from July to December with 58, 597 complaints made to the TIO.