Does anyone have a sense of déjà vu?
From mid 2007 to early 2009, the Telecommunications Industry Ombudsman (TIO) received an increase in complaints from consumers of more than 40 per cent. More than a third of the complaints to the TIO were related to poor customer service or complaint handling experiences. As a result of this increase in dissatisfaction with service delivery, the then Ombudsman, Deirdre O’Donnell, implemented the “connect.resolve” campaign to encourage the telecommunications industry to “re-focus on customers and their experiences.” At the start of the campaign in 2009 the Ombudsman was receiving 20,000 cases at all levels each month. By early 2010, this number was still high, but had dropped to 16,500 per month.