Top complaint trends
New complaints decreased more than 12 per cent, our lowest in six years. This was largely due to fewer mobile faults and customer service issues.Fault issues across all service types decreased 28.4 per cent for reasons including more investment in mobile infrastructureNew complaints about mobile coverage decreased by 54.6 per cent to 11,708 in 2013-14.New complaints about excess data charges rose by 27.2 per cent to 14,534. This issue overtook mobile coverage as the top core complaint issue reported to the TIO.Telstra, Optus and Vodafone made up 77.7 per cent of all our new complaints. Vodafone and Optus complaints decreased substantially.We received 3,982 NBN-related new complaints. Most issues were about delays in new connections, fully unusable services and missed connection appointments.
Our performanceWe met our targets by referring 90 per cent of our new complaints to providers within one business day.We exceeded our consumer satisfaction targets with our handling of complaints for both our referral and conciliation services.We have a gender-balanced workplace in non-management roles and 53 per cent of our senior managers are female. On average, women at the TIO earn 1.9 per cent more than men.We raised 73 systemic issues with telcos. These problems included excess data charges, prepaid services, usage monitoring tools, "acceptable use" policies and unauthorised transfers.We launched our third Disability Action Plan, committing to more opportunities for employees with disabilities and making complaint channels more accessible.We launched a Graduate Certificate in Dispute Resolution to build the expertise of our staff. The qualification focuses on dispute resolution, case management and communication skills.