Australians are becoming more frustrated with their telcos — and escalating their complaints
Amaysim was acquired by Optus in 2021 and uses the larger telco's network, as did Circles.Life.
Optus fared poorly in the analysis, taking the 31st spot out of 36 companies. Source: AAP Amaysim said the ACMA findings relating to Circles.Life have no implication on their operations and the final customers transferred in June now have access to Amaysim's "award-winning" customer support. More broadly, the rate of customer complaints being referred to the Telecommunications Industry Ombudsman (TIO) has risen for the third consecutive quarter. The report from ACMA says 7.1 per cent of customer complaints were referred to the ombudsman, up from 6.9 per cent in the previous quarter.
Referring a complaint to the TIO means the issue was not able to be resolved between customers and their provider.
ACMA member Samantha Yorke said having to refer complaints to the ombudsman adds to consumers' frustrations about making a complaint in the first place. "The data shows that some telcos need to do a lot more to address complaints so that customers don't have to escalate the matter to the TIO to have it fixed," she said. A spokeswoman for the TIO said customer issues with financial hardship rose 71.9 per cent in the last quarter. Two of the nation's biggest telcos fared particularly poorly in the analysis, with Optus (31st) and TPG (34th) occupying spots near the bottom of the 36-ranked companies for rate of referred complaints. Telstra — Australia's biggest provider — was 18th, with 31 complaints per 10,000 services.
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