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Report

Quarter 3 Complaints Data

Overview

The latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 15,799 complaints between January and March 2024, an increase of 9.1 percent against the previous quarter.

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Key data summary

Complaints increased 9.1 percent compared to the previous quarter, but decreased 10.9 percent compared to the same time last year. The top complaints made by consumers were in relation to not having a working phone or internet service, and slow data speeds, up 35.4 percent and 29.4 percent on last quarter, respectively. Other common issues raised by consumers included delays establishing a service, intermittent service and drop outs, and fees incurred for services or equipment.

 

Complaints data

Complaints about Tangerine increased by 65.8 percent to 98 complaints largely driven by a data breach, and Optus complaints decreased by 19 percent from last quarter’s network outage.

 

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.

 

Complaints by location data

Nationally, The top five LGAs with the highest complaints were Brisbane (571), Gold Coast (378), Moreton Bay (302), Sunshine Coast (275) and Whittlesea (180).

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.

 

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 being assigned to a case officer.

 

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $444,770 and $412,095  was returned to small businesses.

 

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 Select filters function 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

Quarter 2 Complaints Data

Overview

The latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 14,671 complaints between October and December 2023, an increase of 13.4 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 Select filters function 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 increased by 13.4 percent compared to the previous quarter, but decreased 17.9 percent compared to the same time last year. Overall, six of the top ten issues increased compared to last quarter, with complaints about customer service and problems with a bill continuing to be the top issues for consumers. The most notable increases were in complaints related to a network outage and complaints about no phone or internet service.

 

Complaints data

Telstra made up a proportion of 36.8 percent of all complaints and Optus made up a proportion of 31.4 percent of all complaints. By volume, complaints about Optus increased 43.1 percent this quarter. Nine of the top ten providers recorded increases, while complaints about Southern Phone decreased.

 

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.

 

Complaints by location data

Nationally, the top five LGAs with the highest complaints were Brisbane (602), Gold Coast (323), Moreton Bay (291), Sunshine Coast (213) and Wyndham (206). Sunshine Coast is new to the top five LGAs, and Wyndham has dropped from number 3 to number 5 this quarter.

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 decreased 23.5 percent compared to the previous quarter.

 

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 being assigned to a case officer. Complaints that are escalated to dispute resolution have decreased 21.8 percent compared to the previous quarter.

 

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $588,510 and $395,188 returned to small businesses. Of the complaints that proceeded to dispute resolution, 58.2 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 Select filters function 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

Quarter 1 Complaints Data

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 Select filters function 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 Select filters function 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

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 Select filters function 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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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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Global complaints

Consumers and small businesses made 66,388 complaints about phone and internet services, a decrease of 16.5%.

Mobile services

Problems with mobile services accounted for 48% of complaints, the highest proportion in six years.

Financial hardship complaints

1,634 complaints were about financial hardship, an increase of 1.2%.

Complaints by location data

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.

 

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.

Complaint
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
Outcome
CurbTel agreed to waive the cancellation fees out of goodwill to Conall. It let him keep his mobile handsets.
Complaint
Neil was not offered a reasonable payment arrangement when he was unable to work
Outcome
After we referred Neil’s complaint to Pebble Telco’s escalated complaints team, Pebble Telco agreed Neil could pay off his debt over several months, at a monthly rate he could afford.

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 Select filters function 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