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Complaints by state January - March 2015

07 May 2015

Victoria and the ACT had the most complaints in proportion to their population, each with 1.5 complaints per 1,000 people.  

This was followed by South Australia and NSW, each with 1.3 complaints per 1,000 people, and Queensland with 1.2 per 1,000 people. The national average was 1.3 complaints per 1,000 people. 

Consumers who make a complaint to the TIO usually have a concern about customer service or complaint handling. However these issues are secondary to the main problem that they could not resolve with their provider. 

The recurring core issues per state in January-March 2015 were:

  • connection delays 
  • disputed charges, and 
  • poor coverage.

Complaints by postcode January to March 2015 

Top 10 postcodes Australia-wide

Postcode/place New complaints Complaints/1,000 Top issue
6170 - Wellard 37 5.6 Poor coverage (mobile or internet)
3057 - Brunswick 32 3.8 Connection delay
3000 - Melbourne 77 3.7 Excess data charges
2914 - Amaroo 50 3.6 Connection delay (mobile or internet)
3757 - Whittlesea 26 3.3 Disputed bill
2127 - Wentworth Point  26 3.2 Poor contract information
2015 - Eveleigh 26 3.1 Disputed bill
3054 - Carlton North 26 3.1 Connection delay (mobile or internet)
3754 - Doreen 53 3.0 Poor coverage (mobile or internet)
2000 - Sydney 64 2.8 Disputed service charges

Victoria

Total new complaints: 8,161 | Complaints per 1,000: 1.5


Postcode/place
New complaints Complaints/1,000 Top issue
3057 – Brunswick 32 3.8 Connection delay (mobile or internet)
3000 - Melbourne 77 3.7 Excess data charges
3757 - Whittlesea 26 3.3 Disputed bill
3054 - Carlton North  26 3.1 Connection delay (mobile or internet)
3754 - Doreen 53 3.0 Poor coverage (mobile or internet)

South Australia

Total new complaints 2,085 | Complaint per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
5000 - Adelaide 29 2.3 Disputed debt
5022 - Grange 29 2.0 Disputed bill - usage
5082 – Prospect 28 1.9 Full unusable service - landlines
5107 - Parafield Gardens  29 1.9 Disputed bill - usage
5092 - Modbury 30 1.9 Poor contract information

Australian Capital Territory

Total new complaints: 527 | Complaints per 1,000: 1.5


Postcode/place
New complaints Complaints/1,000 Top issue
2914 – Amaroo 50 3.6 Connection delay (mobile or internet)
2913 – Casey 61 2.4 Connection delay (mobile or internet)
2612 - Reid 26 1.8 Excess data charges
2602 - Dickson 41 1.4 Disputed bill - usage
2611 - Brindabella  33 1.4 Connection delay (mobile or internet)

New South Wales

Total new complaints: 9,234 | Complaints per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
2127 - Wentworth Point  26 3.2 Poor contract information
2015 - Eveleigh 26 3.1 Poor contract information
2000 - Sydney 64 2.8 Disputed service charges
2020 - Mascot 28 2.8 Excess data charges
2199 - Yagoona 40 2.5 Poor coverage (mobile or internet)

Queensland

Total new complaints: 5,203 | Complaints per 1,000: 1.2


Postcode/place
New complaints Complaints/1,000 Top issue
4220 - Burleigh Heads  68 2.4 Disputed bill
4510 - Caboolture 99 2.3 Poor coverage (mobile or internet) 
4810 - Townsville 48 2.2 Fully unusable service
4133 - Waterford 32 2.2 Poor contract information
4209 - Coomera 74 2.2 Poor coverage (mobile or internet)

Western Australia

Total new complaints: 2,213 | Complaints per 1,000: 1


Postcode/place
New complaints Complaints/1,000 Top issue
6170 - Wellard 37 5.6 Poor coverage (mobile or internet) 
6722 - South Hedland  25 2.4 Connection delay (mobile or internet) 
6100 - Burswood 28 2.1 Connection delay (mobile or internet)
6151 - South Perth 28 1.7 Poor contract information
6101 - Carlisle 25 1.7 Excess data charges

Tasmania

Total new complaints: 533 | Complaints per 1,000: 1.1


Postcode/place
New complaints Complaints/1,000 Top issue
7000 - Hobart 26 1.9 Connection - number allocation 
7030 - Bridgewater and Brighton  27  1.6  Disputed bill 
7250 - Launceston  50  1.1  Connection delay (mobile or internet) 

Northern Territory

Total new complaints: 179 | Complaints per 1,000: 0.8


Postcode/place
New complaints Complaints/1,000 Top issue
0812 - Anula 30 1.6 Poor contract information 
0810 – Coconut Grove  33  1.1 Excess data charges

 

 

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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