Complaints about mobile services rise 30 per cent to six year high

ABC NEWS (Australia)

The hack on Optus involving almost ten million customer accounts last year has topped the list of concerns in the latest report of complaints to the telco industry ombudsman. While consumers made fewer complaints overall year on year, issues with mobile services rose to a six year high.

Transcript

00:00 Look, initially there was a lot of anxiety about what information had been released,

00:05 how they could prevent further harm and detriment, but understandably a lot of people were concerned

00:10 both about their physical and their financial security when information's out there about

00:15 them that enables people to potentially use their IDs for fraudulent purposes.

00:20 There's been a variety of different outcomes.

00:21 A lot of customers just wanted clarity.

00:23 They wanted compensation for replacing their ID documents.

00:27 A lot of people just needed information as well.

00:30 But for some people, you know, we did need to look at the stress, the inconvenience.

00:33 The impact on a victim/survivor of family violence, for example, is significant when

00:37 you compare it to someone maybe like myself who may have had just my ID documents released.

00:42 We did see a lot of customers just frustrated that they couldn't get clarity quickly enough.

00:47 But it also raised concerns for other consumers of other telcos because they wanted to understand,

00:51 well, what's Telstra or Vodafone holding about me as well.

00:54 So it did have a bit of a ripple effect across the industry as well.

00:57 [BLANK_AUDIO]

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