Coalition queries set-top box complaints

MORE allegations of dodgy installers involved in the free set-top box scheme have emerged

MORE allegations of dodgy installers involved in the Gillard government's free set-top box scheme have emerged as the opposition questions whether the complaints released are a true reflection of the concerns raised.

Communications Minister Stephen Conroy revealed on Thursday there had been 149 complaints from the Household Assistance Scheme, which has helped almost 40,000 pensioners switch over to digital television in regional areas.

But the figures were for 26,500 homes in regional Victoria, as the pilot scheme in Mildura and South Australia did not require contractors to keep information on any complaints.

The government later included this requirement for contracts for Victoria and other states as part of the program.

Liberal MP Jamie Briggs, chairman of the Coalition's government waste committee, said he was concerned that passing on complaints information was not part of the original contracts.

Southwest Victorian MP Dan Tehan, whose electorate was part of the rollout, said he had referred a number of complaints to the minister's office but was unsure if these were in the official statistics.

The Liberal MP said a number of constituents had come to him for help, including a pensioner who had her set-top box left on her doorstep by the contractor because of confusion over appointment times.

"They left the box there and it didn't work so she came to me," he said. "As part of their contract, they are meant to install it."

Mr Tehan said he raised the issue with the government's digital taskforce and the pensioner had it fixed straight away.

John O'Rourke, an installer from Warrnambool in Victoria, said he had come across instances of installers who were "not experienced" being used in the program.

He said he and his son Stephen, who also works in the field, were called by many pensioners who needed their boxes fixed after they were installed under the scheme.

Mr O'Rourke said one pensioner had been told by the contractor there was not enough of a signal to get digital television.

"My son went in, followed the antenna cord to behind the cupboard and behold the problem -- the antenna was not even plugged in," he said. He said there was another incident where a pensioner became distressed because the government contractor failed to install the box on a number of occasions.

"She went to Harvey Norman and bought a box for $48 and my son installed it for her," Mr O'Rourke said.

A spokeswoman for Senator Conroy said yesterday that they took all complaints about the set-top installation scheme for pensioners seriously, and investigated every one.

Senator Conroy has maintained the program has been successful, saying this week that complaints in the Victorian rollout were just 0.56 per cent of the 26,500 installations.

"The government stands by the success of the Household Assistance Scheme over the past 18 months," he said on Thursday.

"And we are committed to seeing this important program, which provides an essential safety net to the most vulnerable people in our society, continue."

The company contracted to install the set-top boxes, Hills Techlife, has defended their installers, saying they are "proud of the work performed" by their staff.