The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO
 

The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO

on

  • 747 views

Presentation delivered by Simon Cohen, TIO Ombudsman at the ACMA's Reconnecting the Customer: Mobile Network Performance Forum.

Presentation delivered by Simon Cohen, TIO Ombudsman at the ACMA's Reconnecting the Customer: Mobile Network Performance Forum.

Thursday 14 November 2013, Melbourne

Statistics

Views

Total Views
747
Views on SlideShare
493
Embed Views
254

Actions

Likes
0
Downloads
3
Comments
0

10 Embeds 254

http://www.acma.gov.au 188
http://preprod.acma.gov.au 50
http://acma.gov.au 6
http://vision2020.acma.gov.au 2
http://beta.acma.gov.au 2
http://152.91.62.26 2
http://translate.googleusercontent.com 1
http://wirelessmicrophones.gov.au 1
http://165.191.2.87 1
http://www.beta.acma.gov.au 1
More...

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO Presentation Transcript

    • Simon Cohen Ombudsman Telecommunications Industry Ombudsman www.tio.com.au
    • Key points • TIO Complaints – one window only • Coverage top substantive issue in mobile complaints • Common threads • Perspectives Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 2
    • What is mobile network performance? • Coverage • Capacity • Quality Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 3
    • TIO complaints – one window only • Mobile network performance is important • Consistent mobile focus in the media • TIO complaints Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 4
    • TIO complaint data 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 2010/11 Qtr4 Qtr1 Qtr2 2011/12 Mobile new complaints Telecommunications Industry Ombudsman Qtr3 Qtr3 Qtr4 2012/13 Mobile coverage issues Telecommunications Industry Ombudsman www.tio.com.au 5
    • TIO complaint data 14,000 12,000 10,000 8,000 6,000 4,000 2,000 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 2010/11 Mobile coverage issues Telecommunications Industry Ombudsman Qtr2 Qtr3 Qtr4 2011/12 Call drop outs Qtr1 Qtr2 Qtr3 Qtr4 2012/13 Qtr1 2013/14 Slow data speed Telecommunications Industry Ombudsman www.tio.com.au 6
    • TIO complaint data Telecommunications Industry Ombudsman 7
    • TIO complaints – Roger’s complaint • Roger contacted us about problem with his mobile phone’s coverage Telecommunications Industry Ombudsman 8
    • TIO complaints – common threads Nature of coverage problems Resolution Location Other drivers Info about coverage Customer service Telecommunications Industry Ombudsman 9
    • TIO complaints – common threads Nature of coverage problem (n=200) Unable to make calls in coverage 78 No coverage 63 Voice quality / drop outs 51 Internet unavailable 36 SMS/MMS delay Telecommunications Industry Ombudsman 28 0 20 40 60 80 100 10
    • TIO complaints – common threads Location of coverage problems (n=200) Home 98 On the move 34 Work 13 Location info. Unknown 55 0 Telecommunications Industry Ombudsman 20 40 60 80 100 120 11
    • TIO complaints – common threads Nature of coverage problems Resolution Location Other drivers Info about coverage Customer service Telecommunications Industry Ombudsman 12
    • Perspectives • Mobile performance matters • Ripe for engagement • Not only about data • Customer disconnect Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 13