Telecoms complaints surge

The Australian Communications and Media Authority (ACMA) has announced that it will conduct a formal inquiry into the handling of complaints by telecom providers, and the customer services that are provided to consumers.

Complaints have surged to nearly 900 a day in the past year, an increase of well over 100 per cent.

The ACMA chairman Chris Chapman was quoted as saying:  "What spurred this increase is a matter of conjecture - overly aggressive smart phone plans ... outsourced off-shore help desks, and perhaps greater customer scrutiny of their bills as they become more cautious in the economic downturn."

Make It Cheaper says: "The complexity of mobile phone and telecoms bills in general is legendary, and is not a problem solely confined to Australia.  However, we find through analysing and understanding mobile phone bills here in Australia, they are significantly more complex and confusing than say the UK.

It's no wonder complaints are on the up, with increased competition for business and residential customers from the likes of Telstra, Optus and Vodafone, not to mentioned to scores of mobile contract resellers"

If you have exprienced issues with your mobile or telecoms provider and wish to raise a complaint, contact the Telecommunications Industry Ombudsman (TIO): 1800 062 058 or