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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

2014-15

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 January-March 2016 

Quarter

New
Complaints

Level 2
conciliations

Level 3
investigations

Level 4
investigations

Enquiries

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

Jan-Mar 16

31,297
1,930
11
-
12,480

% Change

32.8

-7.5

-26.7

-

5.7

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Issues in proportion to new complaints January-March 2016

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.

Issues in new complaints January-March - table below

Top complaint issues
Billing and payments 40%
Customer service 37%
Faults 35.7%
Complaint handling 30.4%
Contracts   20.7%
Connection 15.5%
Credit management
12.4%
Other*
5.2%

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

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New complaints by service type January-March 2016

New complaints by service type January-March 2016 (table below)

Service Type
Mobile 11,064
Internet 10,985
Landline 9,248

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Detailed statistics by year

2014-15

2013-14

 

Detailed statistics by quarter

January-March 2016

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 January-March 2016

Australia-wide complaints ratio: 1.2 complaint per 1,000 people.

Top 10 postcodes Australia-wide

Postcode

Place

New complaints

Complaints/1,000

Top issue

2263

Toukley

147

6.6

Unusable landline

2300

Newcastle

53

5.3

Internet connection delay

2282

Warners bay

72

5.0

Internet connection delay

2280

Belmont North

132

5.0

Internet connection delay

3008

Docklands

25

4.9

Disputed recurring charges

3754

Mernda

65

3.7

Disputed recurring charges

2284

Teralba

38

3.6

Unusable internet service

3338

Melton south

51

3.2

Landline connection delay

3043

Tullamarine

55

3.2

Unusable service

2259

Wyong

165

3.1

Internet connection delay

Victoria

Total new complaints: 7,214 | Complaints per 1,000: 1.3

Postcode

Place

New complaints

Complaints/1,000

Top issue

3008

Docklands

25

4.9

Disputed recurring charges

3754

Mernda

65

3.7

Disputed recurring charges

3338

Melton South

51

3.2

Landline connection delay

3043

Tullamarine

55

3.2

Unusable service

3205

South Melbourne

27

2.9

Disputed bill

3000

Melbourne

56

2.7

Poor contract information

3042

Niddrie

34

2.4

Disputed service charges

3975

Lyndhurst

27

2.3

Disputed bill

3056

Brunswick

50

2.2

Disputed service charges

3810

Pakenham

77

2.2

Disputed service charges

South Australia

Total new complaints: 1,950 | Complaints per 1,000: 1.2

Postcode

Place

New complaints

Complaints/1,000

Top issue

5082

Prospect

38

2.6

Internet connection delay

5043

Ascot Park

36

2.0

Unusable landline

5000

Adelaide

25

2.0

Disputed bill

5023

Seaton

30

1.9

Poor contract information

5114

Yattalunga

52

1.8

Credit not applied

5118

Gawler

28

1.6

Disputed bill

5092

Modbury

25

1.6

Disputed termination fee

5113

Elizabeth

29

1.6

Payment arrangements

5109

Salisbury Plain

29

1.4

Disputed bill

5112

Hillbank

25

1.3

Disputed service charges

New South Wales

Total new complaints: 8,886 | Complaints per 1,000: 1.3

Postcode

Place

New complaints

Complaints/1,000

Top issue

2263

Toukley

147

6.6

Unusable landline

2300

Newcastle

53

5.3

Internet connection delay

2282

Warners Bay

72

5.0

Internet connection delay

2280

Valentine

132

5.0

Internet connection delay

2284

Teralba

38

3.6

Unusable internet service

2259

Wyong

165

3.1

Internet connection delay

2285

Macquarie Hills

79

2.8

Internet connection delay

2303

Hamilton

25

2.8

Internet connection delay

2291

The Junction

35

2.6

Internet connection delay

2150

Parramatta

54

2.2

Disputed bill

Australian Capital Territory

Total new complaints: 457 | Complaints per 1,000: 1.3

Postcode

Place

New complaints

Complaints/1,000

Top issue

2914

Moncrieff

26

1.9

Disputed recurring charges

2602

Watson

41

1.4

Disputed recurring charges

2617

Belconnen

42

1.4

Unusable internet service

2611

Brindabella

32

1.4

Disputed recurring charges

2905

Theodore

36

1.2

Disputed termination fee

2913

Taylor

31

1.2

Internet connection delay

2615

Spence

45

1.0

Disputed bill

Queensland

Total new complaints: 5,027 | Complaints per 1,000: 1.2

Postcode

Place

New complaints

Complaints/1,000

Top issue

4007

Hamilton Central

28

2.7

Internet connection delay

4670

Bundaberg

205

2.7

Internet connection delay

4005

Teneriffe

30

2.6

Unusable internet service

4006

Newstead

34

2.3

Credit not applied

4000

Brisbane

32

2.2

Disputed bill

4558

Sunshine Coast

35

2.1

Excess data charges

4510

Caboolture

85

2.0

Internet connection delay

4115

Parkinson

34

1.9

Internet connection delay

4503

Griffin

65

1.9

Disputed bill

4570

Gympie

73

1.9

Poor contract information

Northern Territory

Total new complaints: 200 | Complaints per 1,000: 0.9

Postcode

Place

New complaints

Complaints/1,000

Top issue

820

Woolner

31

1.6

Internet connection delay

830

Palmerston

28

1.6

Disputed recurring charges

810

Coconut Grove

39

1.3

Disputed recurring charges

Tasmania

Total new complaints: 496 | Complaints per 1,000: 1

Postcode

Place

New complaints

Complaints/1,000

Top issue

7000

Hobart

29

2.2

Internet connection delay

7250

Launceston

45

1.0

Landline connection delay

Western Australia

Total new complaints: 2,192 | Complaints per 1,000: 1

Postcode

Place

New complaints

Complaints/1,000

Top issue

6031

Carramar

29

2.6

Disputed bill

6171

Baldivis

32

2.0

Poor contract information

6151

Hope Valley

26

1.6

Disputed recurring charges

6069

Upper Swan

34

1.3

Unusable internet service

6153

Mount Pleasant

25

1.3

Disputed bill

6107

Cannnington

48

1.3

Poor contract information

6019

Wembley Downs

26

1.3

Disputed recurring charges

6210

Mandurah

78

1.3

Slow data speeds

6112

Armadale

50

1.2

Unusable internet service

6061

Westminster

41

1.2

Landline connection delay

Excess data usage

Brenda - Case Study

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

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