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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

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 July-September 2015

Quarter New complaints
Level 2
conciliations
Level 3
investigations
Level 4
investigations
Enquiries
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
% Change -16.5 1.4 -25 - 4.2
 

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Issues in proportion to new complaints July-September 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 44.3 per cent, customer service 39.8 per cent, faults 30.4 per cent, complaint handling 26.9 per cent, contracts 23.9 per cent, credit management 17 per cent, connection 12.1 per cent, other 5.9 per cent

Top complaint issues
Billing and payments 44.3%
Customer service 39.8%
Faults 30.4%
Complaint handling 26.9%
Contracts   23.9%
Credit management  17%
Connection 12.1%
Other*
5.9%

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

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New complaints by service type July-September 2015

Mobile 10,340 40 per cent, Internet 8,454 32 per cent, landline 7,229 28 per cent

Service Type
Mobile 10,340
Internet 8,454
Landline 7,229

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Detailed statistics by year

2014-15

2013-14

 

Detailed statistics by quarter

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 July-September 2015

 

Top 10 postcodes Australia-wide

Postcode/place

New complaints

Complaints/1,000

Top issue

3057 - Brunswick

32

3.8

Disputed bill

3000 - Melbourne

70

3.4

Poor contract information

3754 - Doreen

52

2.9

Disputed termination fee

5081 - Collinswood

25

2.9

Disputed bill

3338 – Melton South

44

2.8

Poor coverage (mobile or internet)

3185 - Elsternwick

34

2.8

Disputed bill

2000 - Sydney

59

2.6

Disputed excess data charges (mobile or internet)

2483 - Billinudgel

25

2.5

Connection delay (mobile or internet)

5000 - Adelaide

31

2.5

Disputed service charges

4006 – Fortitude Valley

36

2.4

Disputed bill

 

Victoria

Total new complaints: 7,007 | Complaints per 1,000: 1.3

Postcode/place

New complaints

Complaints/1,000

Top issue

3057 – Brunswick

32

3.8

Disputed bill

3000 - Melbourne

70

3.4

Poor contract information

3754 – Doreen

52

2.9

Disputed termination fee

3338 – Melton South

44

2.8

Poor coverage (mobile or internet)

3185 - Elsternwick

34

2.8

Disputed bill

3810 - Packenham

84

2.4

Poor contract information

3078 – Fairfield

25

2.4

Fully unusable service (landline)

3064 - Craigieburn

124

2.3

Excess data charges (mobile or internet)

3024 – Wyndham Vale

41

2.3

Poor contract information

3337 - Melton

72

2.3

Disputed bill

 

South Australia

Total new complaints 1,772 | Complaint per 1,000: 1.1 

Postcode/place

New complaints

Complaints/1,000

Top issue

5081 - Collinswood

25

2.9

Disputed bill

5000 – Adelaide

31

2.5

Disputed services charges

5173 – Aldinga Beach

27

2.3

Connection delay (landline)

5169 – Seaford

30

2.2

Connection delay (landline)

5082 - Prospect

27

1.9

Fully unusable service (landline)

5113 – Elizabeth Park

30

1.6

Poor coverage (mobile or internet)

5085 – Enfield

25

1.6

Disputed bill

5043 - Marion

27

1.5

Poor contract information

5112 – Elizabeth East

27

1.4

Poor contract information

5109 – Salisbury Park

29

1.4

Disputed bill

 

New South Wales

Total new complaints: 7,250 | Complaints per 1,000: 1.1 

Postcode/place

New complaints

Complaints/1,000

Top issue

2000 - Sydney

59

2.6

Disputed excess data charges

2483 - Billinudgel

25

2.5

Connection delay (mobile or internet)

2150 - Parramatta

55

2.2

Poor contract information

2140 - Homebush

27

2.2

Slow data speed (mobile or internet)

2011 - Woolloomooloo

35

1.9

Disputed bill

2747 - Werrington

64

1.9

Slow data speed (mobile or internet)

2142 - Granville

42

1.9

Slow data speed (mobile or internet)

2760 – St Marys

49

1.8

Poor contract information

2017 - Waterloo

26

1.8

Disputed bill

2484 - Murwillumbah

32

1.8

Disputed excess data charges (mobile or internet)

 

Australian Capital Territory

Total new complaints: 373 | Complaints per 1,000: 1.0 

Postcode/place

New complaints

Complaints/1,000

Top issue

2914 - Amaroo

29

2.1

Disputed bill

2913 - Casey

31

1.2

Connection delay (mobile or internet)

2611 - Brindabella

26

1.1

Disputed service charges

2615 - Latham

36

0.8

Disputed bill

 

Queensland

Total new complaints: 4,083 | Complaints per 1,000: 0.9 

Postcode/place

New complaints

Complaints/1,000

Top issue

4006 – Fortitude Valley

36

2.4

Disputed bill

4509 – North Lakes

33

1.7

Poor contract information

4560 - Nambour

47

1.7

Disputed bill

4101 – South Brisbane

32

1.7

Disputed bill

4506 - Morayfield

31

1.6

Disputed service charges

4227 – Reedy Creek

27

1.5

Disputed termination fee

4510 - Caboolture

61

1.4

Disputed bill

4217 – Paradise Waters

51

1.4

Disputed bill

4220 – Burleigh Heads

41

1.4

Fully unusable service (mobile or internet)

4215 – South Port

61

1.4

Disputed debt

 

Tasmania

Total new complaints: 446 | Complaints per 1,000: 0.9

Postcode/place

New complaints

Complaints/1,000

Top issue

7000 - Hobart

31

2.3

Connection delay (mobile or internet)

7018 - Bellerive

32

1.6

Connection delay (landline)

7250 - Launceston

45

1

Connection delay (landline)

7310 - Devonport

25

0.9

Disputed bill

 

Western Australia

Total new complaints: 1,854 | Complaints per 1,000: 0.8 

Postcode/place

New complaints

Complaints/1,000

Top issue

6069 – Upper Swan

40

1.6

Poor contract information

6210- Mandurah

76

1.2

Disputed bill

6062 - Upper Swan

37

1.2

Poor contract information

6056 – Swan View

40

1.1

Disputed bill

6065 - Wanneroo

56

1.1

Poor contract information

6061 - Mirrabooka

36

1.1

Connection delay (mobile or internet)

6330 - Albany

33

1

Disputed bill

6030 - Clarkson

37

1

Disputed service charges

6112 - Armadale

38

0.9

Disputed bill

6163 - Spearwood

43

0.9

Connection delay (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 - Coonawarra

37

1.9

Connection delay (mobile or internet

810 – Coconut Grove

27

0.9

Slow data speed (mobile or internet)

 

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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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