Research shows consumer resilience in solving telco complaints

Macworld Australia Staff
15 August, 2011
View more articles fromthe author
AAA
Press Release

Friday 12 August, 2011 – Consumers who contact the Telecommunications Industry Ombudsman (TIO) report repeated and time-consuming contacts with telecommunication service providers to try and solve their complaints.

The TIO research paper, Resilient Consumers, reported on a survey of more than 500 consumers who lodged complaints with the TIO between July and August 2010. The survey found:

  • More than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times before ringing the TIO
  • More than half of the consumers (54 per cent) said they raised the matter with their service provider at least a month before contacting the TIO, with 31 per cent stating they had made a complaint more than three months beforehand
  • Most consumers (60 per cent) reported spending three or more hours unsuccessfully trying to solve their complaint before approaching the TIO, with one in five (20 per cent) saying they spent more than nine hours resolving their complaint
  • Half (50 per cent) reported contact with more than three different departments
  • The most common reasons for complaining to the TIO were because there was no solution offered by the service provider (39 per cent) or a promise to resolve the complaint was not kept (39 per cent).

“Consumers who come to the TIO report spending substantial time and effort solving their complaints,” said Ombudsman Simon Cohen. “They report being transferred from department to department, not being transferred to supervisors and, perhaps most frustratingly, getting no solution or a broken promise for their efforts. They are – by any measure – resilient consumers.”

The report found that once these complaints were lodged with the TIO about 90 per cent were easily resolved when referred to the right contact within the service providers.

“Most of these cases should not have come to us in the first place,” Mr Cohen said. “The fact that they are most often resolved by referral by the TIO to the right department is strong evidence that these consumers can be treated better.”

The Ombudsman has recommended introducing clearer pathways for consumers to make complaints, and making sure all employees can recognise when a complaint is being made and who is best able in their company to deal with it.

The Resilient Consumers report is available on www.tio.com.au.

Consumers can contact the TIO on 1800 062 058 or www.tio.com.au.

For further information please contact the TIO’s Communications Manager, Mirjana Jovetic, on 03 8600 8378 or 0428 023 356.

Leave a Comment

Please keep your comments friendly on the topic.





Resource Centre

  1. Introducing layout themes and styles in FileMaker Pro 13

    FileMaker Pro, help, inspector, macworld australiaIf you are reading this, you are most likely aware of the benefits offered by FileMaker Pro 13, from streamlining your business’ data to organising projects, but how do you make your FileMaker Pro and FileMaker Go database solutions look the part?

    This is where layout themes and styles come in.

    Would you like the layout to show your business logo when your employees are entering data into the database? Would you like to create conformity across all pages, maybe with a colour theme that matches your business?

    In order to increase usability for your database, a well-designed layout will make the solution both appealing to look at, but also more efficient – as those entering or viewing data will be able to easily navigate the fields in front of them.

    What is a style?

    In FileMaker Pro, a style is the way a layout object, layout part and the database’s background appear. This encompasses the colour or transparency of objects and backgrounds, the style of line used within the layout, the borders of objects and parts, the shape of objects, the shadows outside or inside an object’s border, and the display state of an object.

    For example, when your draw a square on your layout, the initial appearance of the square will be determined by the theme currently being used by the layout. The colour of the square, the lines that define it and any shadow that appears are all differing styles that add up to make a theme.

    The initial theme is called the default and ensures that all objects added to the layout carry a similar look. So, if you add a second square to the layout, it will have the same colour and borders. Though this does not have to be the case if you would like to differentiate them.

    And a theme?

    A theme is the collection of a number of styles used in a layout. Themes are the full picture of how your layout or report appears, and encompass all of the individual styles applied to objects, parts and the background. The theme does not affect the way a layout functions, but when you apply a theme to a layout it will alter the way it looks and feels.

    Making alterations

    Adjusting a style in a theme is very simple. If you click on the object, layout part or background you would like to alter, open the Inspector and head to the Appearances tab, you will see the Style label field at the top. This indicates the current style.  If no changes have been made, it will likely read as ‘Default’.

    Alter the style of the object, layout part or background by editing the property settings on the Appearance tab of the Inspector. Once you have made your layout look the way you would like, select the red arrow that will have appeared as you were making your changes and click ‘Save As New Style’.

    Type in a new name for your style and press OK. Continue to create as many additional styles as you would like in your layout. If you would like to apply a style to multiple objects or modify a style slightly between two objects, your previous styles will be available in the Styles list on the Style tab of the Inspector.

    Once you have made all of the changes you would like, you have the option of creating a new theme or saving the changes to the current theme.

Contact us