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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)

Dashboard - January-March 2014

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 1333,3513,758141-
9,296
Jan-Mar 14
36,256
3,665
161
-
10,457
% Change8.7
-2.5
14.2
-
12.5
  

Issues in proportion to new complaints January-March 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. 

(Graph) Issues in proportion to new complaints Jan-Mar 2014

Issue %
Customer service 47.8%
Billing and payments 47.6%
Faults 31.3%
Complaint handling
29.8%
Contracts 23.6%
Credit management 21.5%
Connection
9.2%
Other*
4.9%

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

New complaints by service type January-March 2014

New complaints by service type graph Jan-Mar 2014

Service Type %
Mobile 51%
Landline 24.6%
Internet 23.2%
Mobile Premium Services 1.2%

Read an analysis of these complaint statistics in TIO Talks.

Detailed quarterly statistics

January-March 2014

October-December 2013

July-September 2013

January-March 2013

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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