Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Statistics

Annual statistics

We publish annual statistics, including the number of new complaints and investigations for members with 25 or more complaints, in our annual report.

Contextualised statistics

TIO complaint statistics compared to services in operation at a whole-of-industry level 2012-13 

Quarterly statistics

We publish quarterly statistics to coincide with the release of our TIO Talks newsletter.

(Please note: TIO Talks is not published for the last quarter of the financial year)

Quarterly Dashboard

QuartersNew complaintsLevel 2Level 3Level 4Enquiries
Jan-Mar 1340,0213,909102310,831
Apr-Jun 1342,5674,809129111,241
Jul-Sep 1335,7564,915144-
11,045
Oct-Dec 13
33,351
3,758
141
-
9,296
% Change-6.7
-23.5
-2.1
-
-15.8
  

Issues in proportion to new complaints October-December 2013

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. 

Pie chart - issues in proportion to new complaints

Issue %
Customer service 49.7%
Billing and payments 46.7%
Faults 30.6%
Complaint handling
30%
Contracts 22.9%
Credit management 22.5%
Connection
8.1%
Other*
5.2%

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

New complaints by service type October-December 2013

Pie chart - new complaints by service type

Service Type %
Mobile 55%
Landline 23%
Internet 21%
Mobile Premium Services 1%

Read an analysis of these complaint statistics in TIO Talks.

Detailed quarterly statistics

October-December 2013

July-September 2013

January-March 2013

Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • VisitLevel 3, 595 Collins Street
    Melbourne
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614