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Slow data tops internet complaints

15 December 2015

Slow data speed was the top reason internet users made complaints to the Telecommunications Industry Ombudsman (TIO) in July-September 2015, according to the TIO’s quarterly statistics, released today.

The TIO received 1,663 new complaints about slow data speeds during the period, 8.5 per cent fewer than in the previous quarter, but 66.3 per cent more than at the same time last year.

Consumers reported a range of issues about slow data speeds.

“The causes of slow data speed can vary, and may include the distance from the consumer’s house to the exchange and congestion during peak hours when more people try to use the internet,” Acting Ombudsman Diane Carmody said. 

Overall complaints to the TIO (26,023) were down 16.5 per cent in July-September 2015 compared to the previous quarter and 14.8 per cent fewer than at the same time last year.

Mobile service complaints continued to decrease, with fewer complaints about mobile coverage. The TIO received 785 of these complaints, less than half those received during the same period last year. Investment in network performance by the major telcos has contributed to a four-year trend of reduced coverage complaints.

Complaints about services delivered over the National Broadband Network increased 4.6 per cent compared to the previous quarter to 2,262.

Delays in connecting new NBN internet services, one of the most common issues reported to the TIO, dropped more than 14 per cent to 447.

“It is encouraging to see that as the rollout of the network speeds up, we are receiving fewer complaints about one of the main issues consumers have been reporting to us for more than a year,” Ms Carmody said.

Consumers who have a complaint about an NBN service can raise it with their retail service provider. If they cannot resolve it, they can contact the TIO.

Media queries:
Mirjana Jovetic, TIO Communications Manager
03 8600 8378

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

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