Telstra complaints up 240pc under Sol Trujillo's reign

Telstra complaints up 240pc under Sol Trujillo's reign
Ben Butler

April 06, 2009 12:00am


CUSTOMER complaints about Telstra's phone service rocketed by a massive 52
per cent in just 90 days, company statistics have revealed.

And over the three-year reign of Telstra boss Sol Trujillo, complaint levels
have risen by 241 per cent, figures from the Telecommunications Industry
Ombudsman show.

Mr Trujillo has been paid about $30 million over the same period, and is to
receive a $3 million golden handshake when he steps down in June.

"It's frustrating because you can't get through and when you do no one can
tell you anything," Telstra Bigpond customer Michael Murray said.

Between October last year and the end of 2008 Telstra received about 236
complaints a day, or nearly 10 an hour, about landline and mobile phone
services over the three months, for a total of 21,283.

In the previous three months the phone giant received 14,014 complaints.

Over the same period, complaints about Telstra's Bigpond internet service
climbed 65 per cent, from 3382 to 5607.

Mr Murray complained after his internet connection was down for four days
last week, calling Telstra "10 to 12 times" asking when the problem would be
fixed.

Telstra is midway through changing from quarterly to monthly bills, and
billing and customer service were the two most common issues causing
complaints.

Telstra executive director of corporate complaints Chloe Monroe said the
company "acknowledged these are not good results".

"We do apologise to our customers who have been affected," Ms Monroe said.

She said the company had put more resources into taking customer calls.

Ms Munroe said it would be "drawing a long bow" to see a connection between
Mr Trujillo's time at the top and the number of complaints.


http://www.news.com.au/couriermail/s...92-952,00.html

On Tue, 07 Apr 2009 01:53:44 GMT, "Core2Duo" <Core2Duo@theinternet.com>
wrote:

>Telstra complaints up 240pc under Sol Trujillo's reign

Strange how Parky Bot didn't post this one!

Polly the Parrot wrote:
> On Tue, 07 Apr 2009 01:53:44 GMT, "Core2Duo" <Core2Duo@theinternet.com>
> wrote:
>
>> Telstra complaints up 240pc under Sol Trujillo's reign
>
> Strange how Parky Bot didn't post this one!

Yes, that's rather odd. I wonder what the reason could be.

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Core2Duo wrote:
> Telstra complaints up 240pc under Sol Trujillo's reign
> Ben Butler
>
> April 06, 2009 12:00am
>
>
> CUSTOMER complaints about Telstra's phone service rocketed by a
> massive 52 per cent in just 90 days, company statistics have revealed.
>
> And over the three-year reign of Telstra boss Sol Trujillo, complaint
> levels have risen by 241 per cent, figures from the
> Telecommunications Industry Ombudsman show.
>
> Mr Trujillo has been paid about $30 million over the same period, and
> is to receive a $3 million golden handshake when he steps down in
> June.
> "It's frustrating because you can't get through and when you do no
> one can tell you anything," Telstra Bigpond customer Michael Murray
> said.
> Between October last year and the end of 2008 Telstra received about
> 236 complaints a day, or nearly 10 an hour, about landline and mobile
> phone services over the three months, for a total of 21,283.

Not very surprising given the floods, stupid.

> In the previous three months the phone giant received 14,014
> complaints.
> Over the same period, complaints about Telstra's Bigpond internet
> service climbed 65 per cent, from 3382 to 5607.
>
> Mr Murray complained after his internet connection was down for four
> days last week, calling Telstra "10 to 12 times" asking when the
> problem would be fixed.
>
> Telstra is midway through changing from quarterly to monthly bills,
> and billing and customer service were the two most common issues
> causing complaints.
>
> Telstra executive director of corporate complaints Chloe Monroe said
> the company "acknowledged these are not good results".
>
> "We do apologise to our customers who have been affected," Ms Monroe
> said.
> She said the company had put more resources into taking customer
> calls.
> Ms Munroe said it would be "drawing a long bow" to see a connection
> between Mr Trujillo's time at the top and the number of complaints.
>
>
> http://www.news.com.au/couriermail/s...92-952,00.html