New research commissioned by ACCAN that has found only 7% of people who are dissatisfied with their way their provider has handled a problem or complaint take it to the Telecommunications Industry Ombudsman (TIO).

This research was conducted by Galaxy Research on the weekend of 5-7 November 2010. The sample was 1,100 people aged 16 years and over from across Australia.

Other findings include:

• Nearly 7 out of 10 people (68%) who had experienced a problem had made a complaint to their provider on the most recent occasion they had a problem.

• This equates to 6.4 million Australians aged 16 years and over who made a complaint to their provider.

• Among those who complained to their provider, one in three customers were dissatisfied with the outcome of their complaint. This equates to 2.3 million dissatisfied customers.

The full research findings are available below.

Download: Galaxy Research Fact Sheet.pdf [Adobe Acrobat PDF - 88.78 KB]
Download: Galaxy Research Fact Sheet.doc [Word Document - 140.5 KB]