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One in two Australians highlight an issue with their phone or internet service

09 April 2018

Nearly 10 million Australians have experienced a problem with their phone or internet service, the Telecommunications Industry Ombudsman will announce at the CommsDay Summit today (4.00pm, 9 April 2018).

The Telecommunications Industry Ombudsman introduced a comprehensive survey for the first time in 2018 and  surveyed almost 3000 people from across Australia’s residential consumers and small businesses.

In her speech to the conference, Jones will also note 20 per cent of residential consumers had more than one phone or internet issue over the last year, and one in four issues were not resolved after four months.  For small businesses the picture is more problematic, with almost 60  per cent identifying  a phone or internet issue affecting their business.

Ombudsman Judi Jones said: "Today's results show us that everyone with responsibility for planning and delivering telecommunications service has to make things better. Phone and the internet services are essential services, making a vital difference to families, within communities and to business.

"We all have to be proactive and accessible in managing the  issues. We have to listen to residential  consumers and small businesses, understand the impact of problems, and offer quick, supportive solutions.”

ENDS

Note to editors:

All media enquiries or interview opportunities to Sarah Carnoavale 0437 548 540 or email

Six Month Update complaints snapshot will be released Tue 17 April, 2018
This six month update provides key data on complaints from residential consumers and small businesses to the Telecommunications Industry Ombudsman for the period 1 July -31 December 2017.

For interview opportunities contact Sarah Carnovale on 0437 548 540 or email

About the Telecommunications Industry Ombudsman
The Telecommunications Industry Ombudsman is a free and independent dispute resolution and complaint handling service for residential consumers and small businesses who have an unresolved complaint about their phone or internet service. www.tio.com.au or 1800 062 058.

About the telecommunications sector
Government and the regulators set policy and regulations for the telecommunications sector. The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) www.acma.gov.au Media enquiries to 02 9334 7719, 0434 652 063 or media@acma.gov.au The Australian Competition and Consumer Commission (ACCC)  https://www.accc.gov.au Media enquiries to 1300 138 917, media@accc.gov.au

Communications Alliance is the peak body for Australian communications industry. Media enquiries to Sefiani Communications. www.sefiani.com.au 0431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation. Media enquiries to 0409 966 931.

Phone and Internet Bundle

case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614