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Statistics

Annual statistics

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

Dashboard - 2013-14

Financial year
New complaintsConciliationsLevel 3Level 4Enquiries
2010-11197,68217,863
2,415357
39,928
2011-12
193,70219,358401
4153,131
2012-13158,65215,928471
1047,016
2013-14
138,946
15,773
522
1
43,857
% Change*-12.4
-1
10.8
-90
-6.7
* change from 2012-13 to 2013-14  

Issues in new complaints 2013-14

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 bar chart - table below

Issue %
Customer service 48.4%
Billing and payments 47.4%
Faults 30.9%
Complaint handling
31.4%
Contracts 23.4%
Credit management 22.1%
Connection
8.7%
Other*
5.4%

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

New complaints by service type 2013-14

Pie chart: new complaints by service type. Table below

Service Type %
Mobile 52.9%
Landline 24.7%
Internet 22.4%

Detailed statistics

2013-14

Contextualised statistics

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

Detailed statistics by quarter

January-March 2014

October-December 2013

July-September 2013

January-March 2013

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

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