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
• Per...
What is mobile network performance?
• Coverage
• Capacity
• Quality

Telecommunications Industry Ombudsman

Telecommunicat...
TIO complaints – one window only
• Mobile network performance is important
• Consistent mobile focus in the media
• TIO co...
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

Qtr...
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 cover...
TIO complaint data

Telecommunications Industry Ombudsman

7
TIO complaints – Roger’s complaint
• Roger contacted us about problem with his
mobile phone’s coverage

Telecommunications...
TIO complaints – common threads
Nature of
coverage
problems

Resolution

Location

Other
drivers

Info about
coverage

Cus...
TIO complaints – common threads
Nature of coverage problem
(n=200)

Unable to make calls in coverage

78

No coverage

63
...
TIO complaints – common threads
Location of coverage problems
(n=200)

Home

98

On the move

34

Work

13

Location info....
TIO complaints – common threads
Nature of
coverage
problems

Resolution

Location

Other
drivers

Info about
coverage

Cus...
Perspectives
• Mobile performance matters
• Ripe for engagement
• Not only about data

• Customer disconnect
Telecommunica...
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The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO

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

Thursday 14 November 2013, Melbourne

Published in: Technology, Business, Career
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The Telecommunications Industry Ombudsman's perspective - Simon Cohen, Ombudsman, TIO

  1. 1. Simon Cohen Ombudsman Telecommunications Industry Ombudsman www.tio.com.au
  2. 2. 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
  3. 3. What is mobile network performance? • Coverage • Capacity • Quality Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 3
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. TIO complaint data Telecommunications Industry Ombudsman 7
  8. 8. TIO complaints – Roger’s complaint • Roger contacted us about problem with his mobile phone’s coverage Telecommunications Industry Ombudsman 8
  9. 9. TIO complaints – common threads Nature of coverage problems Resolution Location Other drivers Info about coverage Customer service Telecommunications Industry Ombudsman 9
  10. 10. 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
  11. 11. 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
  12. 12. TIO complaints – common threads Nature of coverage problems Resolution Location Other drivers Info about coverage Customer service Telecommunications Industry Ombudsman 12
  13. 13. Perspectives • Mobile performance matters • Ripe for engagement • Not only about data • Customer disconnect Telecommunications Industry Ombudsman Telecommunications Industry Ombudsman www.tio.com.au 13

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