Despair as research into big telcos finds customers feel ‘sceptical’ about complaints process

One in two Australians experience problems with their telco but the vast majority opt not to pursue a complaint, noting the process is futile.

In the past year, 55 per cent of Australians experienced at least one problem with their provider, according to research commissioned by the Telecommunications Industry Ombudsman.

An overwhelming 77 per cent of this cohort chose not to make a complaint, the Consumer Policy Research Centre found.

Most people did not complain because they were “skeptical or overwhelmed”, with 44 per cent citing “I didn’t think it would make any difference”.

“We found 55 per cent of Australians have experienced a problem with a telco in the past 12 months and yet 46 per cent of people didn’t raise a complaint,” policy centre chief Erin Turner said.

“This is a strong sign that consumers are losing trust in the sector.”

Ombudsman Cynthia Gebert said the sector needed to rethink how telcos interacted with customers, particularly those experiencing vulnerability or requiring additional support in disputing charges, negotiating or seeking options for redress.

“Too many people are finding it hard to get by and there is more for the industry to do to meet people where they are,” she said.

“The telco sector should and must do more to support customers who are doing it tough.”

In an address to telecommunication sector leaders in Melbourne on Tuesday, Ms Gebert announced she would convene a task force to address systemic barriers to accessibility.

The task force’s purpose will be to unite and co-ordinate sector efforts to better serve customers experiencing vulnerability.