Mandurah tops WA for complaints: report

David SalvaireSound Telegraph

Mandurah has topped the State’s list of telecommunications complaints in a new report out today by the industry’s watchdog.

The Telecommunication Industry Ombudsman figures show Mandurah residents lodged 469 complaints last financial year. That figure was easily the highest, with Armadale second on 393 and Wanneroo registering 355 complaints.

Across WA, customer service issues made up nearly half of all complaints, while billing and payment (44.1 per cent) and faults (33.6 per cent) were also major concerns. Complaints could flag multiple issues.

Residents were also upset about telecommunications companies’ complaint handling, contract disputes and connection problems.

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There were 13,623 complaints made in WA during 2016-17, which showed a 31.3 per cent increase from the previous financial year.

Judi Jones from the Telecommunications Industry Ombudsman said the roll-out of the National Broadband Network had increased the number of issues the watchdog dealt with.

“Complaints about services delivered over the NBN have more than doubled,” she said.

“This includes an increase in complaints about connection delays and reliability issues such as faults.”

“The increase is somewhat to be expected given the accelerating roll-out of the NBN, but is still a concerning trend.”

Telstra had the most complaints lodged in Australia last financial year with 76,650, while Optus had 28,766. Vodafone had 10,684 complaints, with iiNet (10,170) and TPG (6995) also disappointing customers.

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