Analysis: Putting ISP complaints in perspective

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Analysis: Putting ISP complaints in perspective

Complaints rise almost across the board, but often from a low base.

Australia's internet service providers could not escape a sharp rise in new complaints being recorded against them in the past quarter, according to new figures.

The Telecommunications Industry Ombudsman today reported that the January to March quarter saw a record number of telecommunications complaints lodged by consumers.

While much attention in the figures focused on the mobile telcos, only three major ISPs saw the number of new complaints brought against them shrink.

These were iiNet (down 5.8 percent), EFTel (down 5.6 percent) and Club Telco (down 52.3 percent).

Other ISPs saw modest single to high double-digit percentage increases in new complaints lodged with the TIO.

However, many increases appeared inflated as many ISPs had not received a substantial number of complaints in past quarters.

Although iiNet saw a dip in internet-related complaints to its brand, it saw complaints rise overall when the figures across its various brands were aggregated.

ASX-listed iiNet owns Netspace, Westnet and the consumer division of AAPT. The aggregate of the iiNet, Westnet and Netspace brands saw a small rise in complaints, equivalent to just under four percent.

iTnews was seeking comment on whether complaints listed against AAPT related to its consumer or business divisions, which are separately owned.

The graph below shows a selection of the major ISPs and the number (actual) of new complaints lodged against them this quarter and last quarter. The percentage shows a quarter-on-quarter comparison. All figures taken from the TIO's spreadsheets.

click to view full size image

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