Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Report
Quarter 1 Complaints Data
15th Nov 2023
Overview
Latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 12,960 complaints between July and September 2023, a decrease of 10.6 percent against the previous quarter.
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To view more data in detail or to view specific data, click on the 'Select Filters' button 
on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
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Key data summary
Complaints decreased by 10.6 percent compared to the previous quarter, and 20.4 percent compared to the same time last year. Complaints across all service types were down compared to the previous quarter. Internet complaints did not decrease at the same rate as other service types, decreasing only by 6 percent. All issues in the top ten except inadequate fault testing decreased compared to the previous quarter.
Complaints data
Telstra made up a proportion of 41.1 percent of all complaints, similar to the previous quarter. The proportion of complaints about Optus decreased from 27.3 percent to 24.9 percent compared to the previous quarter. Increases in complaints were recorded against Tangerine Telecom, Southern Phone and Uniti Retail.
Demographics data
The top three phone and internet problems faced by First Nations consumers and people who speak a language other than English are reflected in the national complaints picture – problems with customer service, problems with a bill and providers not doing what they say will do.
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Complaints by location data
Nationally, the top five LGAs with the highest complaints were Brisbane (437), Gold Coast (263), Wyndham (226), Moreton Bay (208) and Central Coast (176).
By clicking on a specific state, you can delve deeper into the insights and gain a better understanding of the complaints originating from that area. Not sure where your LGA is? Find out here WA, SA, TAS, QLD, VIC, NT, NSW.
Unresolved cases data
Unresolved complaints are complaints or enquiry-referrals that the consumer tells us were not resolved after TIO referred them to the telco. Complaints that come back to the TIO as unresolved have increased 19.3 percent compared to the previous quarter. Telstra (41.6%), Optus (24.0%), Vodafone (7.4%) and Uniti Retail (3.1%) were the providers with the most unresolved complaints.
Escalated cases data
Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated since they are resolved before assigned to a case officer. Complaints that are escalated to dispute resolution have decreased 9.1 percent compared to the previous quarter, but increased by 6.2 percent compared to the same time last year.
Complaint outcomes
The total financial outcome returned to residential consumers for the period was $484,884 and $205,209 returned to small businesses. Of the complaints that proceeded to dispute resolution, 56 percent of cases were closed within 60 days.
Complaint issues and keywords
Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon .
Questions?
For more information, email mediaenquiries@tio.com.au
Annual Report 2023
11th Oct 2023
Overview
Complaints from phone and internet consumers decreased 16.5 per cent in the last financial year ending 30 June 2023. In this period, consumers and small business made 66,388 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2022—23.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon .
Message from the Ombudsman
"With the new financial year, the TIO will be focussed on ensuring a fit-for-purpose regulatory regime that reflects consumer expectations of the telco market. We will be bringing in a refreshed TIO Strategy 2024-26, that pursues a fair and accessible communications market for Australia.
And we will focus on being attuned to changes in the communications market, how people are using different ways to communicate, and ensuring there are adequate consumer protections in the digital platforms space."
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Consumers and small businesses made 66,388 complaints about phone and internet services, a decrease of 16.5%.
Problems with mobile services accounted for 48% of complaints, the highest proportion in six years.
1,634 complaints were about financial hardship, an increase of 1.2%.
Our case studies
This report contains a series of case studies from the past year. You can find more information about each case study on the pages listed below.
Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Complaint issues and keywords
Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon .
Questions?
For more information, email mediaenquiries@tio.com.au