Question 1

Are customer service levels actually recovering from the pandemic-era slump?

Accepted Answer

Operational metrics indicate a substantial rebound in service efficiency. Total complaint volumes fell from 1.69 million in FY19 to 1.04 million in FY23, while average resolution times have dropped to 5.2 days from a pre-pandemic average of 8.2 days.

Question 2

How does the current rate of customer friction compare to historical benchmarks?

Accepted Answer

The industry has significantly reduced its complaint density over the last four fiscal years. The complaint rate per 10,000 services improved from 95 to 58 in FY23, representing a 39% reduction in relative grievance volumes.

Question 3

Why is the industry's reputation still poor if operational performance is improving?

Accepted Answer

There is a sharp disconnect between technical recovery and public sentiment. Despite resolving complaints 3.0 days faster than the pre-pandemic average, the telecommunications sector was ranked as the least trusted industry in Australia in 2023.

Question 4

What was the extent of the service disruption during the height of COVID-19?

Accepted Answer

The sector faced a severe bottleneck during the September 2020 quarter, where resolution times surged by 118% compared to 2019 levels. Current data confirms a full recovery from this peak, with the weighted average resolution time now sitting at 5.2 days.

Telco complaints recovering from COVID

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