Telco complaints recovering from COVID

TLDR version: Long complaint resolution times during the pandemic and the surge in complaints driven by the Optus cybersecurity incident in 2022 fuel perceptions of poor complaint handling by telcos. Taking a longer-term view, data shows progress is being made in reducing both complaint rates and the time taken to resolve complaints. But consumers’ growing reliance on telecoms for their connected lives means the industry will be under ongoing pressure to improve service levels and the way it handles customer issues.