Our most hated telco revealed
OPTUS has fallen out of favour with customers, with a new report showing a major spike in complaints.
The annual report showed Optus Group, which includes Virgin, was the worst out of all Australian telcos, with a staggering 35 per cent increase in customer complaints from last financial year.
The Ombudsman received 40,665 complaints about Optus Group compared to 30,120 in the 2016-17 financial year.
Ombudsman Judi Jones said she couldn’t find a standout issue that drove the complaints, describing the rise as “across the board”.
“We’ve been working with Optus over the course of the year and they have received data from us regularly and have been working hard to address customer complaints,” Ms Jones said.
Almost 18,000 complaints were related to mobile phone services, whereas 9500 complaints were about Optus Group’s internet services.
Customer issues ranged from connection troubles, to missed appointments or services delivered relating to the National Broadband Network.
Almost 168,000 complaints were lodged against the industry last year.
We're not happy, and it shows.