In May 2015, ACCAN commissioned Galaxy Research to complete a survey of consumers regarding telco and ISP complaints. The survey found that 46 per cent of telco consumers reported having a problem with their phone or internet provider in the last year, representing more than 8.5 million Australians.
According to the survey, around one third of respondents (38 per cent) who had a problem with their phone or internet service, complained to their provider and were dissatisfied with the response from the telco. However, only nine per cent of these consumers escalated their complaint to the TIO suggesting that phone and internet providers have not improved the proportion of complaints that are resolved.
ACCAN issued a media release summarising the findings of the survey.
Download: ACCAN Galaxy Survey May 2015308.12 KB