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Statistics


Contextualised statistics

Annual statistics

A full analysis of these complaints can be read in our TIO Complaints - the Year in Review 2013-2014 report.

Quarterly statistics 

Dashboard - July to September 2014

Quarter New complaints
Level 2
conciliations
Level 3
investigations
Level 4
investigations
Enquiries
Jul-Sep 13 35,756 4,915 144 - 11,045
Oct-Dec 13 33,351 3,758 141 - 9,296
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
% Change -9.1 -0.6 -34.2 -100.0 -11.7
 

Issues in proportion to new complaints July to September 2014

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 proportion to new complaints Jul to Sept 2014

Issue %
Billing and payments 48.6%
Faults 26.9%
Contracts 24.9%
Credit management 21.4%
Connection 8.9%
Other*
6.1%

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

New complaints by service type July to September 2014

New complaints by service type Jul to Sept 2014

Service Type %
Mobile 49.2%
Landline 28.3%
Internet 22.5%

Detailed statistics

2013-14

Detailed statistics by quarter

July-September 2014

January-March 2014

October-December 2013

July-September 2013

January-March 2013

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.

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