In spite of a dip in consumer gripes against telecommunications companies, the Australian industry watchdog warns that complaints are still at "very high levels."

The Telecommunications Industry Ombudsman, in releasing the latest complaints data, says that the number of formal complaints filed decreased from 54,287 to 52,730. The watchdog credited the drop to the improvement of internal complaint handling procedures among telecommunication companies. This reduced the need for customers to seek outside help regarding their complaints.

The figures also show a dip in the number of complaints for all telecommunication products - landline, Internet, mobile and mobile premium services. In an interview with the Sunday Morning Herald, Allan Asher, chief executive of the Australian Communications Consumer Action Network, expressed a positive view of the figures but insists that the industry still has a lot to work on. "Is 52,000 complaints about an industry over a three-month period a good result by anyone's standards? Surely not. The telcos obviously have the capacity to resolve a customer's complaint; we would just like to see it done in a timely and responsive manner, without customers having to resort to the ombudsman to intervene.''

The statistics show which areas generated most of the complaints; on top of the list is Doreen, located in the north-east of Melbourne, which generated 10.5 complaints per thousand people. Port Adelaide, which is located in Russell Island, and the Melbourne suburb of Collingwood, follow accordingly. Coonabarabran, on the other hand, generated 6.4 complaints per thousand people, making it the area with the highest rate of complaints in New South Wales.

Gripes against the telecommunications industry are on the slide, but the industry watchdog warns complaints remain at ''very high levels''.

The Telecommunications Industry Ombudsman yesterday released the latest complaints data, for the three months to March, showing formal complaints dropped to 52,730, down from 54,287 a quarter earlier.

Ombudsman Simon Cohen attributed the decline to companies in the industry improving their internal complaint handling procedures, reducing the need for customers to seek external help.

''However, complaints remain at very high levels, and I welcome the renewed focus and commitment across the telecommunications industry on better customer service and complaint handling,'' he said.

The latest figures show a decline in complaints for a second successive quarter in all products - internet, landline, mobile and mobile premium services.

A key consumer group said it was pleasing that complaints were heading down, but said the industry still had a long way to go.

''Is 52,000 complaints about an industry over a three-month period a good result by anyone's standards? Surely not,'' said Allan Asher, chief executive of the Australian Communications Consumer Action Network.

''The telcos obviously have the capacity to resolve a customer's complaint; we would just like to see it done in a timely and responsive manner, without customers having to resort to the ombudsman to intervene.''

Mr Asher noted that in Britain, the industry ombudsman, Otelo, recorded just 8867 complaints in 2008-09, compared to the Australian equivalent's 230,065.

A spokesman for Telstra said complaints by its customers to the ombudsman had dropped by a third over the past year after extra training for staff and a focus on resolving issues on the first call.

Industry group Communications Alliance said the decline in complaints over premium text messaging service showed the industry's code of practice was working.

''Consumers now benefit from a range of protections including tighter advertising controls, double opt-in, and improved customer service and complaint handling,'' said the group's chief executive, John Stanton.

The latest ombudsman's statistics show which areas are generating most complaints.

Top of the nationwide list is Doreen, north-east of Melbourne, which generated 10.5 complaints per thousand people, followed by Port Adelaide, Russell Island (off Brisbane) and the Melbourne suburb of Collingwood. Coonabarabran, with 6.4 complaints per thousand people, generated the highest rate of complaints in New South Wales.