Optus: iPhone 6 the cause of phone, internet complaints

Jonathan Stewart
18 March, 2015
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iPhone-6-sales-apple-macworld-australiaDespite decreasing phone and internet complaints to the Telecommunications Industry Ombudsman (TIO), Singtel-Optus believes the rise of complaints concerning its services has been the result of the iPhone 6.

The number of issues raised with the TIO fell to an eight-year low during the three months up to December, but the Optus results saw an 11.7 percent growth on the previous year. A spokesperson for Optus claims the arrival of Apple’s latest smartphone caused issues between the company and its customers.

“This was mainly due to supply issues, operational challenges and contract disputes related to the launch of iPhone 6 and iPhone 6 Plus,” she told The Age. “We’re disappointed in the results for this quarter and are working hard to ensure our customers have a positive experience with Optus.”

Telstra rose slightly during the period (0.7 percent), while Vodafone Hutchison Australia had a significant, 44.7 percent drop in customer complaints.

According to the TIO’s figures, the total complaints were the lowest since 2007.

“The TIO received 29,560 new complaints in October to December 2014, the lowest since July to September 2007 when 26,632 new complaints were recorded,” it said in a statement.

“The TIO also recorded the lowest number of new complaints about mobile coverage problems since April to June 2010.”

The launch of the iPhone 6 and 6 Plus accelerated Apple’s smartphone sales past 700 million, with the larger devices accounting for 74.5 million units in its first quarter on the market.


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