We received 158,652 new complaints, an 18 per cent decrease from the previous year. More than half were about mobile phone services.
Telstra, Vodafone and Optus complaints decreased substantially. Complaints against smaller providers increased.
Nineteen providers were referred to the telecommunications regulator for not complying with directions or joining the TIO.
We intervened in 41 systemic issues, with a focus on misleading sales calls. Most issues were resolved after our intervention.
TIO Annual Report 2013
We began work on meeting our strategic goals for 2012-15. This included measures to improve our efficiency, timeliness, quality, industry engagement, reporting capacity and accessibility.
We value and practice gender equality, with a balanced male-female workforce and equal pay. More than half of our senior managers and executives are women - well above the Australian average.
Independent surveys of consumers and service providers whose complaints we dealt with showed that more than 90 per cent were satisfied with our handling of their cases.