Publishing comparative complaints data

The TIO is seeking stakeholder comments on a TIO proposal to publish its complaints data in ways that provide greater context and are more useful to stakeholders, including service providers, consumers and regulators.

The Consultation Paper: Publishing comparative complaints data outlines a proposed staged approach to publish TIO complaints data contextualised by the services in operation in the telecommunications industry:

  • in the first year, publication of contextualised data at a whole-of-industry level
  • in the first year, and possibly subsequent to publication of whole-of-industry data, publication would be extended to the 10 providers with the highest total number of TIO new complaints, drawing on data collected from providers by the TIO by mutual agreement, based on a survey model used by the ACMA, and
  • in subsequent years, publication of contextualised data from a broader sample of providers.

Submissions will be accepted until 5pm (AEST) on Friday, 11 October 2013.