Skip to Navigation Skip to Content Read about Accessibility on the Telecommunications Ombudsman website

Statistics

On this page:

Contextualised statistics
Annual statistics
Quarterly statistics
Issues in proportion to new complaints
New complaints by service type
Detailed statistics
Detailed statistics by quarter 
Complaints by postcode 

 

Contextualised statistics

October-December 2014

July-September 2014

2013-14 

 

Annual statistics

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

^Back to top 

 

Quarterly statistics

Dashboard - January to March 2015

Quarter New complaints
Level 2
conciliations
Level 3
investigations
Level 4
investigations
Enquiries
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
Jan-Mar 15 33,141 2,648 22 1 11,154
% Change 12.1 -1.8 -18.5 -50 3.9
 

^Back to top

 

Issues in proportion to new complaints January to March 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. 

New complaints by keyword Jan to Mar 2015

Issue %
Billing and payments 44.2%
Customer service 43%
Faults 31.8%
Complaint handling 28.2%
Contracts  22.3% 
Credit management  17.1% 
Connection 11.1%
Other*
5.3%

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

^Back to top 

 

New complaints by service type January to March 2015

New complaints by service type Jan to March 2015 

Service Type
Mobile 15,096
Landline 9,305
Internet 8,740

^Back to top

 

Detailed statistics

2013-14

 

Detailed statistics by quarter

January-March 2015 

October-December 2014 

July-September 2014

January-March 2014

October-December 2013

July-September 2013

January-March 2013

^Back to top

 

Complaints by postcode January to March 2015 

 

Top 10 postcodes Australia-wide

Postcode/place New complaints Complaints/1,000 Top issue
6170 - Wellard 37 5.6 Poor coverage (mobile or internet)
3057 - Brunswick 32 3.8 Connection delay
3000 - Melbourne 77 3.7 Excess data charges
2914 - Amaroo 50 3.6 Connection delay (mobile or internet)
3757 - Whittlesea 26 3.3 Disputed bill
2127 - Wentworth Point  26 3.2 Poor contract information
2015 - Eveleigh 26 3.1 Disputed bill
3054 - Carlton North 26 3.1 Connection delay (mobile or internet)
3754 - Doreen 53 3.0 Poor coverage (mobile or internet)
2000 - Sydney 64 2.8 Disputed service charges

Victoria

Total new complaints: 8,161 | Complaints per 1,000: 1.5


Postcode/place
New complaints Complaints/1,000 Top issue
3057 – Brunswick 32 3.8 Connection delay (mobile or internet)
3000 - Melbourne 77 3.7 Excess data charges
3757 - Whittlesea 26 3.3 Disputed bill
3054 - Carlton North  26 3.1 Connection delay (mobile or internet)
3754 - Doreen 53 3.0 Poor coverage (mobile or internet)

South Australia

Total new complaints 2,085 | Complaint per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
5000 - Adelaide 29 2.3 Disputed debt
5022 - Grange 29 2.0 Disputed bill - usage
5082 – Prospect 28 1.9 Full unusable service - landlines
5107 - Parafield Gardens  29 1.9 Disputed bill - usage
5092 - Modbury 30 1.9 Poor contract information

Australian Capital Territory

Total new complaints: 527 | Complaints per 1,000: 1.5


Postcode/place
New complaints Complaints/1,000 Top issue
2914 – Amaroo 50 3.6 Connection delay (mobile or internet)
2913 – Casey 61 2.4 Connection delay (mobile or internet)
2612 - Reid 26 1.8 Excess data charges
2602 - Dickson 41 1.4 Disputed bill - usage
2611 - Brindabella  33 1.4 Connection delay (mobile or internet)

New South Wales

Total new complaints: 9,234 | Complaints per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
2127 - Wentworth Point  26 3.2 Poor contract information
2015 - Eveleigh 26 3.1 Poor contract information
2000 - Sydney 64 2.8 Disputed service charges
2020 - Mascot 28 2.8 Excess data charges
2199 - Yagoona 40 2.5 Poor coverage (mobile or internet)

Queensland

Total new complaints: 5,203 | Complaints per 1,000: 1.2


Postcode/place
New complaints Complaints/1,000 Top issue
4220 - Burleigh Heads  68 2.4 Disputed bill
4510 - Caboolture 99 2.3 Poor coverage (mobile or internet) 
4810 - Townsville 48 2.2 Fully unusable service
4133 - Waterford 32 2.2 Poor contract information
4209 - Coomera 74 2.2 Poor coverage (mobile or internet)

Western Australia

Total new complaints: 2,213 | Complaints per 1,000: 1


Postcode/place
New complaints Complaints/1,000 Top issue
6170 - Wellard 37 5.6 Poor coverage (mobile or internet) 
6722 - South Hedland  25 2.4 Connection delay (mobile or internet) 
6100 - Burswood 28 2.1 Connection delay (mobile or internet)
6151 - South Perth 28 1.7 Poor contract information
6101 - Carlisle 25 1.7 Excess data charges

Tasmania

Total new complaints: 533 | Complaints per 1,000: 1.1


Postcode/place
New complaints Complaints/1,000 Top issue
7000 - Hobart 26 1.9 Connection - number allocation 
7030 - Bridgewater and Brighton  27  1.6  Disputed bill 
7250 - Launceston  50  1.1  Connection delay (mobile or internet) 

Northern Territory

Total new complaints: 179 | Complaints per 1,000: 0.8


Postcode/place
New complaints Complaints/1,000 Top issue
0812 - Anula 30 1.6 Poor contract information 
0810 – Coconut Grove  33  1.1 Excess data charges

^Back to top 

 

 

 

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