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Brief
On February 13, 2025, the Australian Communications and Media Authority (ACMA) released a first-of-its-kind report on telco customer complaint handling. The report ranked the performance of Australia's 34 largest telcos against three key metrics, including complaints received per 10,000 services in operation, average time to resolve complaints, and percentage of complaints escalated to the Telecommunications Industry Ombudsman (TIO).
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