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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 - October to December 2014

Quarter New complaints
Level 2
conciliations
Level 3
investigations
Level 4
investigations
Enquiries
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
Oct-Dec 14 29,560 2,696 27 2 10,738
% Change -3.2 -21 -46 - -6.9
 

Issues in proportion to new complaints October to December 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. 

Issue %
Billing and payments 45.2%
Customer service 42.9%
Faults 29%
Complaint handling 27.5%
Contracts  25.6% 
Credit management  18.7% 
Connection 10%
Other*
5.8%

 * 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 Oct to Dec 2014

Service Type %
Mobile 50%
Landline 27%
Internet 23%

Detailed statistics

2013-14

Detailed statistics by quarter

October-December 2014 

July-September 2014

January-March 2014

October-December 2013

July-September 2013

January-March 2013

Faulty landlines

Case Study - Richard

The owner of a telemarketing business contacted us to make a compensation claim for lost profit.

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