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Statistics

On this page:

Contextualised statistics
Annual statistics
Quarterly statistics
Issues in proportion to new complaints
New complaints by service type
Detailed statistics by year
Detailed statistics by quarter 
Complaints by postcode 

 

Complaints in context

January-March 2016

October-December 2015

July-September 2015

April-June 2015

January-March 2015 

October-December 2014

July-September 2014

2013-14 

 

Annual statistics

2014-15

2013-14

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Quarterly statistics

Dashboard October-December 2015 

Quarter

New
Complaints

Level 2
conciliations

Level 3
investigations

Level 4
investigations

Enquiries

Jan-Mar 14

36,256

3,665

161

-

10,457

Apr-Jun 14

33,583

3,435

76

1

13,059

Jul-Sep 14

30,539

3,413

50

-

11,537

Oct-Dec 14

29,560

2,696

27

2

10,738

Jan-Mar 15

33,141

2,648

22

1

11,154

Apr-Jun 15

31,177

2,325

12

-

10,936

Jul-Sep 15

26,023

2,358

9

-

11,395

Oct-Dec 15

23,572

2,087

15

-

11,812

% Change

-9.4

-11.5

66.7

-

3.7

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Issues in proportion to new complaints October-December 2015

Every complaint the TIO records includes at least one issue, and most cases include several issues. This graph shows the proportion of each issue category in new complaints received.

Billing and payments 42.5 per cent, customer service 40.3 per cent, faults 33.2 per cent, complaint handling 31.7 per cent, contracts 22.9 per cent, credit management 15.2 per cent, connection 12.8 per cent, other 5.4 per cent

Top complaint issues
Billing and payments 42.5%
Customer service 40.3%
Faults 33.2%
Complaint handling 31.7%
Contracts   22.9%
Credit management  15.2%
Connection 12.8%
Other*
5.4%

* Other includes: transfer, privacy, directories, land access, disability, phone cards and payphones.

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New complaints by service type October-December 2015

 Mobile 9,434 or 40 per cent, Internet 7,639 or 32 per cent, landline 6,499 or 28 per cent

Service Type
Mobile 9,434
Internet 7,639
Landline 6,499

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Detailed statistics by year

2014-15

2013-14

 

Detailed statistics by quarter

October-December 2015 

July-September 2015

January-March 2015 

October-December 2014 

July-September 2014

January-March 2014

October-December 2013

July-September 2013

January-March 2013

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Complaints by postcode October-December 2015

Australia-wide complaints ratio: 1 complaint per 1,000 people.

Top 10 postcodes Australia-wide

Postcode

Place

New
complaints

Complaints
/1,000

Top issue

3024

Wyndham Vale

49

2.7

Poor contract information

3338

Melton South

40

2.5

Internet connection delay

5000

Adelaide

31

2.5

Credit not applied

3000

Melbourne

48

2.3

Disputed recurring charges

6100

Victoria Park

30

2.2

Disputed recurring charges

2011

Woolloomooloo

38

2.1

Disputed recurring charges

3182

St Kilda West

42

2

Landline connection delay

3754

Mernda

36

2

Fully unusable service (internet or mobile)

3011

Footscray

36

2

Excess data charges/
Landline connection delay/
Poor contract information

3056

Brunswick

41

1.8

Disputed bill


Victoria

Total new complaints: 5,689 | Complaints per 1,000: 1.1

Postcode

Place

New complaints

Complaints/1,000

Top issue

3024

Wyndham Vale

49

2.7

Poor contract information

3338

Melton South

40

2.5

Internet connection delay

3000

Melbourne

48

2.3

Disputed recurring charges

3182

St Kilda

42

2

Landline connection delay

3754

Mernda

36

2

Fully unusable service (internet or mobile)

3011

Footscray

36

2

Excess data charges/
Landline connection delay/
Poor contract information

3056

Brunswick

41

1.8

Disputed bill

3074

Thomastown

36

1.8

Poor contract information

3042

Niddrie

25

1.7

Landline connection delay

3029

Tarneit

118

1.7

Poor contract information


South Australia

Total new complaints: 1,523 | Complaints per 1,000: 1

Postcode

Place

New complaints

Complaints/1,000

Top issue

5000

Adelaide

31

2.5

Credit not applied

5112

Elizabeth

26

1.4

Disputed bill

5114

Yattalunga

33

1.1

Disputed recurring charges

5162

Woodcroft

31

0.9

Credit not applied

5159

Happy Valley

28

0.8

Fully unusable service (internet or mobile)

5108

Salisbury

32

0.8

Excess data charges


New South Wales

Total new complaints: 6,410 | Complaints per 1,000: 0.9

Postcode

Place

New complaints

Complaints/1,000

Top issue

2011

Woolloomooloo

38

2.1

Disputed recurring charges

2017

Zetland

25

1.7

Disputed recurring charges

2500

Wollongong

63

1.7

Poor contract information

2263

Toukley

38

1.7

Delayed internet connection

2150

Parramatta

42

1.7

Disputed bill

2211

Padstow

26

1.6

Slow data speed

2259

Wyong

83

1.5

Disputed recurring charges

2430

Taree

50

1.5

Disputed bill

2164

Whetherhill Park

28

1.5

Disputed recurring charges

2026

Bondi

46

1.5

Drop outs (mobile or internet)


Australian Capital Territory

Total new complaints: 319 | Complaints per 1,000: 0.9

Postcode

Place

New complaints

Complaints/1,000

Top issue

2913

Ngunnawal

34

1.3

Landline connection delay

2602

Dickson

29

1

Disputed recurring charges / Disputed bill

2615

Melba

41

0.9

Disputed bill


Queensland

Total new complaints: 3,675 | Complaints per 1,000: 0.9

Postcode

Place

New complaints

Complaints/1,000

Top issue

4012

Nundah

33

1.7

Disputed termination fee

4209

Coomera

56

1.6

Disputed bill

4810

Townsville

33

1.5

Landline connection delay

4116

Calamvale

34

1.5

Slow data speed

4818

Bluewater

28

1.4

Landline connection delay

4217

Surfers Paradise

46

1.3

Poor contract information

4207

Beenleigh

59

1.2

Poor contract information

4556

Buderim

47

1.2

Slow data speed

4211

Numinbah Valley

68

1.2

Slow data speed

4510

Caboolture

50

1.2

Excess data charges (mobile or internet)


Northern Territory

Total new complaints: 171 | Complaints per 1,000: 0.8

Postcode

Place

New complaints

Complaints/1,000

Top issue

820

Woolner

28

1.5

Disputed bill

810

Coconut Grove

32

1.1

Disputed recurring charges


Tasmania

Total new complaints: 383 | Complaints per 1,000: 0.8

Postcode

Place

New complaints

Complaints/1,000

Top issue

7250

Launceston

42

0.9

Internet connection delay


Western Australia

Total new complaints: 1,667 | Complaints per 1,000: 0.7

Postcode

Place

New complaints

Complaints/1,000

Top issue

6100

Victoria Park

30

2.2

Disputed recurring charges

6153

Mount Pleasant

27

1.4

Disputed recurring charges

6069

Ellenbrook

32

1.3

Disputed bill

6112

Armadale

49

1.2

Disputed recurring charges

6169

Warnbro

33

1

Disputed bill

6061

Westminster

32

0.9

Disputed bill

6110

Southern river

31

0.9

Poor contract information

6018

Woodlands

30

0.9

Disputed charges

6210

Mandurah

51

0.8

Disputed recurring charges

6056

Woodbridge

31

0.8

Disputed bill

Contracts

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?

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