Telcos get an angry message as bill shock gripes soar There has been a 36 per cent rise in bill shock complaints last financial year. COMPLAINTS over mobile phone and internet "bill shock" have reached record levels, statistics to be released by the nation's telecommunications watchdog reveal. An 11.4 per cent surge in complaints relating to "credit management issues" between January and March contributed to the busiest quarter ever for the Telecommunications Industry Ombudsman. The increase comes hot on the heels of a 36 per cent rise in bill shock complaints last financial year. Overall, complaints to the ombudsman surged by 31 per cent in the three months to March to almost 60,000. The figures prompted Ombudsman Simon Cohen to label credit management a key problem area for the telecommunications industry. "Credit management issues are particularly concerning because consumers most affected are often also the most vulnerable or disadvantaged," he said. Mr Cohen said telephone and internet companies must make sure customers were given the right information and the right tools to monitor usage and charges. While the level of customer dissatisfaction with all major telcos increased, embattled mobile phone operator Vodafone recorded a stunning 96 per cent jump in complaints to more than 14,670. This follows a period of chronic mobile phone reception failures. Mr Cohen said the rise in disputes over everything from landlines and internet services to contracts indicated a grim quarter for consumers. "We have never received so many complaints," Mr Cohen said. Australian Communications Consumer Action Network chief executive Teresa Corbin called for tighter control of the self-regulated telco industry, saying this financial year was on track to be the worst on record for customers. "Customer service and complaint handling across this industry remain unacceptable," she said. Even the banks - which draw ire from just about everyone - only receive 23,000 complaints in a whole year about the way they do busi- ness, while the telcos get 60,000 in a single quarter. There's no doubt this is the worst industry to deal with in the country.