Money WA telco, NBN complaints soar over fees, bad service

06:15  17 april  2018
06:15  17 april  2018 Source:   MSN

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Home. Latest News. Australians Raging Over Horrible Internet - Complaints Soar According to Telco Ombudsman. However, complaints about services delivered over the NBN have more than doubled, and whilst this is to be expected given their accelerated rate of rollout, the increase is a

SpeedBoost. Contract. Connection Fee . NBN Wi-Fi Modem Included. Why Choose Us? Because we give the kind of service you just can not get from the big telcos .

For Stephen Wood, joining the National Broadband Network (NBN) was a temporary business disaster.

The North Fremantle mechanic signed up with telco M2 Commander last year to switch across to the national network.

"I got a box delivered to me and then someone rang me up and said 'just unplug everything and plug it back in'," Mr Wood recalls.

"There was over 30 different wires and it's not my game, so I just said 'please, someone come down, just fit it for me, I don't mind paying. I just don't want my business getting disrupted'."

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The report does not detail the number of NBN complaints from WA , where less than half of the 506,000 households reached by its network have bothered to switch over . But almost 27,200 Australians complained about services delivered over the NBN in 2016-17

Complaints about NBN services surged at an even higher rate, soaring 159 per cent over the year, with most complaints about faults and connection delays. Telstra attracted the greatest number of complaints to the TIO, and complaints about the telco rose 43 per cent.

A week later, Mr Wood said a technician arrived to install the equipment, but they did not connect a metallic ringer in the workshop that was previously hooked up to the office landline.

He estimates that omission cost "a couple of grand" in missed work, with his business reliant on the ringer in the absence of a receptionist.

"There's noise when you're working on cars and there's only a small ringer on the telephone in the office, so we were just missing telephone calls," Mr Wood said.

"I wasn't able to work. I had to just sit basically next to the phone.

"I explained to them many, many times 'I can't work here … could you please send someone down to fix it?' They said 'there's no-one'."

After switching to a different telco, Mr Wood lodged a complaint with the Telecommunications Industry Ombudsman (TIO) three months ago, but has not yet resolved the issue.

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Overall complaints to the TIO for mobile, internet, and landline services have reached an almost 10-year low, while complaints are on the rise for NBN services . Mobile complaints fell to 10,340, a substantial drop of 31.2 percent year on year from the 15,034 recorded over July-September 2014.

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a man sitting on a counter: Mechanic Stephen Wood is one of hundreds of WA small business owners to report issue with their telcos. © ABC News/Emily Piesse Mechanic Stephen Wood is one of hundreds of WA small business owners to report issue with their telcos. Internet complaints highest in WA

From July to December last year, Western Australia had the second highest increase in complaints to the ombudsman.

In total, 7,381 complaints about WA landline, mobile and internet services were lodged with the TIO — a 36.5 per cent jump compared to the same period in 2016.

The figure was lower, however, than in the first half of 2017, when 8,215 complaints were made.

Internet service prompted 30.3 per cent of all complaints in WA — the highest percentage of any state.

Telecommunications ombudsman Judi Jones said it was not clear why WA had an above-average increase in complaints in the latter half of 2017.

"Perhaps there were some weather events. We certainly were doing some awareness raising in WA [about the TIO complaints process]," Ms Jones said.

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Sign up now. Menu ARN. Frustrated Aussies see NBN complaints soar . “ Complaints about mobile services have reduced due to better product offerings from telcos , including higher data allowances and increased investment in mobile infrastructure,” Jones added.

Some telcos have no set-up costs and low monthly fees , so it pays to shop around. If you are on the NBN , your provider can supply you with a Voice over Internet Protocol (VoIP) service . Australia ’s NBN limbo just got worse . Good news about your NBN .

"That will be part of the picture, but it certainly doesn't explain the whole story."

Top five telco complaints in WA

Complaint categoryNo.
Charges & Fees3,556
Provider Response3,130
Poor Service Quality1,817
Connection/Changing Provider1,087
No service1,054

NBN complaints triple nationally

At a national level, the TIO received 84,914 complaints, with billing and customer service, faulty equipment and poor service quality among the top issues.

Loss of service, similar to Mr Wood's case, was the third highest category of complaints from small businesses.

"That's concerning because for small businesses, having your telephone or telco service working is so vital to the running of [the] business," Ms Jones said.

"It's not an uncommon issue."

Meanwhile, NBN complaints more than tripled across Australia to 22,827, with about two-thirds relating to poor service quality.

The remaining third were due to delays in establishing a connection.

In a statement, telco industry body Communications Alliance said it was "disappointed with the high level of complaints".

"With 'Provider Response' being the top issue raised by customers who complain in relation to a service delivered over the NBN, our industry will be working to improve the end-to-end experience, including through improved assistance between providers in the supply chain to resolve complaints," said program management director Christiane Gillespie-Jones.

The ABC contacted Commander Australia for comment but did not receive a response.

AMP denies it 'traps' investors in poorly performing funds .
The royal commission also hears that AMP charges companies that want their funds on AMP's investment platforms a $25,000 a month administration fee. The wealth management industry has been racked with rumours that investment managers like AMP and the wealth arms of the big four banks receive fees from other investment houses for including funds, including low performing funds, on their platforms.AMP faced its third day of questioning at the banking royal commission on Wednesday after a bruising session the day earlier where the wealth manager admitted it had misled the corporate watchdog on at least 20 occasions.

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