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Data, reports and submissions

Stay informed with the latest data, reports and policy submissions on telecommunications issues in Australia. Explore emerging trends, key issues and insights into the outcomes we're helping deliver.

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  • Submissions

    Submission to the Inquiry on Cyber Security for Small to Medium Sized Businesses and Organisations

    30 Oct 2026

    The TIO's submission to the House Select Committee's Inquiry into cyber security for small to medium sized businesses and organisations calls for external dispute resolution pathways to help small businesses recover when cyber incidents affect digital platforms that they rely on.

    Read more about Submission to the Inquiry on Cyber Security for Small to Medium Sized Businesses and Organisations
  • Annual Reports

    Annual Report 2025-26

    7 Oct 2026

    We received a total of 53,834 complaints from consumers in the 2025-26 financial year. Mobile was the most complained about service type with 24,880 complaints. We received 48,253 complaints from residents, and 5,581 complaints were from small businesses.

    Read more about Annual Report 2025-26
  • Submissions

    Submission on the Exposure Draft for the Digital Duty of Care

    21 Sept 2026

    The TIO's submission on the Digital Duty of Care Exposure Draft supports stronger online safety protections and recommends clear dispute resolution standards, including participation in an independent external dispute resolution scheme for digital platforms.

    Read more about Submission on the Exposure Draft for the Digital Duty of Care
  • Submissions

    Submission to Privacy Reform – Consultation on Exposure Draft Legislation

    17 Sept 2026

    In its submission on the Privacy Reform Exposure Draft Legislation, the TIO supports stronger privacy protections and the proposed right to erasure, while calling for effective external dispute resolution pathways and clarification of how the reforms may apply to telecommunications providers.

    Read more about Submission to Privacy Reform – Consultation on Exposure Draft Legislation
  • Insights

    Someone To Turn To

    22 June 2026

    Someone To Turn To, a Consumer Policy Research Centre (CPRC) report commissioned by the Telecommunications Industry Ombudsman (TIO), examines the Australian community’s experiences with digital service problems and challenges resolving online complaints.

    Read more about Someone To Turn To
  • Data

    Quarter 3 2025-26 Complaints Data

    11 June 2026

    Quarter 3 data released today by the Telecommunications Industry Ombudsman (TIO) shows more people seeking financial loss compensation and more people seeking financial hardship support. Mobile problems also continue to climb.

    Read more about Quarter 3 2025-26 Complaints Data
  • Data

    Quarter 2 2025-26 Complaints Data

    18 Feb 2026

    Quarter 2 data released today by the Telecommunications Industry Ombudsman (TIO) shows more people reporting unreliable mobile and internet services and seeking compensation.

    Read more about Quarter 2 2025-26 Complaints Data
  • Data

    Quarter 1 2025-26 Complaints Data

    13 Nov 2025

    Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) shows complaint numbers are steady, but more people made compensation claims.

    Read more about Quarter 1 2025-26 Complaints Data
  • Annual Reports

    Annual Report 2024-25

    15 Oct 2025

    We received a total of 57,592 complaints from consumers in the 2023-24 financial year. Residential consumers made 89 per cent of these complaints and 11 per cent were made by small businesses.

    Read more about Annual Report 2024-25
  • Data

    2024-25 Complaints Data

    15 Oct 2025

    Complaints about mobile services increased to 25,739 complaints, a 4.4 per cent increase from 2023-24. Complaints about mobile services account for nearly half of all complaints.

    Read more about 2024-25 Complaints Data
  • Systemic Reports

    Keeping connected – Experiences of telco consumers in financial hardship

    7 Aug 2025

    The Telecommunications Industry Ombudsman (TIO) released the report Keeping connected – Experiences of telco consumers in financial hardship. Drawing on more than 900 complaints, the report found telcos do not always provide consistent support to consumers experiencing financial hardship.

    Read more about Keeping connected – Experiences of telco consumers in financial hardship
  • Data

    Quarter 3 2024-25 Complaints Data

    15 May 2025

    Quarter 3 data released today by the Telecommunications Industry Ombudsman (TIO) shows complaint numbers are steady, but financial hardship and small business complaints have increased.

    Read more about Quarter 3 2024-25 Complaints Data
  • Submissions

    Submission - Communications Alliance's 2025 TCP Code Review Stage 3

    28 Feb 2025

    The Telecommunications Industry Ombudsman (TIO) made a submission to Stage 3 of the Review of the Telecommunications Consumer Protections (TCP) Code. As part of the review, Communications Alliance has sought feedback from stakeholders on a draft version of the Code.

    Read more about Submission - Communications Alliance's 2025 TCP Code Review Stage 3
  • Data

    Quarter 1 2024-25 Complaints Data

    13 Nov 2024

    Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) has revealed that a third of complaints made by telco consumers to the TIO came back unresolved (from their telco) between July and September of 2024.

    Read more about Quarter 1 2024-25 Complaints Data
  • Submissions

    Submission to Treasury's Scams Prevention Framework - exposure draft legislation

    8 Oct 2024

    The Telecommunications Industry Ombudsman (TIO) released a submission on Treasury's Scams Prevention Framework exposure draft legislation. The submission highlights concerns about dispute resolution, reimbursement pathways and ensuring consumers can easily access support when affected by scams.

    Read more about Submission to Treasury's Scams Prevention Framework - exposure draft legislation
  • Annual Reports

    Annual Report 2023-24

    2 Oct 2024

    The Telecommunications Industry Ombudsman received a total of 56,718 complaints from consumers in the 2023-24 financial year, of which 88.3 per cent were made by residential consumers, and 11.7 per cent were made by small businesses.

    Read more about Annual Report 2023-24
  • Data

    2023-24 Complaints Data

    2 Oct 2024

    The TIO received 56,718 complaints in 2023–24, a 14.6% decrease from the previous year. While complaint volumes continued to decline, issues such as delayed provider action, service fees and service reliability remained key concerns for consumers.

    Read more about 2023-24 Complaints Data
  • Submissions

    Submission - 2024 Regional Telecommunications Review

    21 Aug 2024

    The Telecommunications Industry Ombudsman (TIO) released a submission to the 2024 Regional Telecommunications Review. The submission highlights consumer concerns and complaint trends relating to service reliability, coverage and connectivity in regional, rural and remote Australia.

    Read more about Submission - 2024 Regional Telecommunications Review
  • Insights

    “Barriers to effective dispute resolution in the telco industry” Consumer Policy Research Centre report

    24 July 2024

    The Consumer Policy Research Centre’s (CPRC) report, commissioned by the Telecommunications Industry Ombudsman (TIO), shows there is a significant loss of trust across Australia in the ability of telcos to fix phone and internet problems when they occur.

    Read more about “Barriers to effective dispute resolution in the telco industry” Consumer Policy Research Centre report
  • Data

    Quarter 3 Complaints Data

    8 May 2024

    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.

    Read more about Quarter 3 Complaints Data
  • Data

    Quarter 2 Complaints Data

    8 Feb 2024

    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.

    Read more about Quarter 2 Complaints Data
  • Data

    Quarter 1 Complaints Data

    15 Nov 2023

    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.

    Read more about Quarter 1 Complaints Data
  • Annual Reports

    Annual Report 2022-23

    11 Oct 2023

    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.

    Read more about Annual Report 2022-23
  • Systemic Reports

    A time for change – Three years of systemic investigations in review

    22 June 2023

    The Telecommunications Industry Ombudsman (TIO) released a review of three years of systemic investigations, identifying recurring issues affecting consumers and recommending stronger consumer protections, improved regulation and a registration scheme for telco providers.

    Read more about A time for change – Three years of systemic investigations in review
  • Submissions

    Submission - Communications Alliance’s 2024 TCP Code review

    16 June 2023

    The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's 2024 review of the Telecommunications Consumer Protections Code. The submission highlights opportunities to strengthen consumer protections and improve outcomes for telecommunications consumers.

    Read more about Submission - Communications Alliance’s 2024 TCP Code review
  • Data

    Quarter 3 Complaints Report (FY2022-2023)

    10 May 2023

    Between January and March 2023, the TIO received 17,777 complaints about phone and internet services. Complaint levels remained steady compared to the previous quarter and were almost 19% lower than a year earlier, although internet service complaints and NBN-related issues increased.

    Read more about Quarter 3 Complaints Report (FY2022-2023)
  • Systemic Reports

    Thematic review of our financial hardship complaints 2021-2023

    27 Apr 2023

    The Telecommunications Industry Ombudsman (TIO) released a thematic review of financial hardship complaints received between 2021 and 2023. The review highlights complaint trends, the impact of rising living costs and the challenges consumers face when paying for essential telco services.

    Read more about Thematic review of our financial hardship complaints 2021-2023
  • Submissions

    Submission - Digital Platform Services Inquiry

    29 Mar 2023

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Digital Platform Services Inquiry. The submission outlines the TIO's proposal to take on the role of Digital Platforms Ombudsman and strengthen complaint resolution for digital platform users.

    Read more about Submission - Digital Platform Services Inquiry
  • Data

    Quarter 2 Complaints Report (FY2022-2023)

    1 Feb 2023

    Between October and December 2022, the TIO received 17,903 complaints about phone and internet services. Complaints increased by 9.9%, driven largely by the Optus data breach, with mobile services accounting for more than half of all complaints.

    Read more about Quarter 2 Complaints Report (FY2022-2023)
  • Data

    Quarter 1 Complaints Report (FY2023)

    24 Nov 2022

    Between July and September 2022, the TIO received 16,310 complaints about phone and internet services. Complaints decreased by 8.6% from the previous quarter, with mobile services remaining the most complained about category while internet, landline and multiple-service complaints declined.

    Read more about Quarter 1 Complaints Report (FY2023)
  • Annual Reports

    Annual Report 2021-22

    21 Sept 2022

    The TIO's 2021–22 Annual Report highlights a significant decline in phone and internet complaints, with the lowest complaint volume in more than three years. It explores emerging consumer issues, complaint trends and the TIO's ongoing role in supporting fair outcomes.

    Read more about Annual Report 2021-22
  • Data

    Quarter 4 Complaints Report (FY2022)

    21 Sept 2022

    Between April and June 2022, the TIO received 17,840 complaints about phone and internet services. Complaint volumes fell by 18.6% from the previous quarter, with decreases across all service types and fewer fault and connection-related issues reported.

    Read more about Quarter 4 Complaints Report (FY2022)
  • Systemic Reports

    Investigating complaints about essential mobile services

    20 July 2022

    Mobile services have become the dominant complaint type received by the TIO. The findings highlight the key issues driving consumer complaints, including service reliability, sales practices, customer support and payment arrangements.

    Read more about Investigating complaints about essential mobile services
  • Data

    Quarter 3 Complaints Report (FY2022)

    25 May 2022

    Between January and March 2022, the TIO received 22,203 complaints about phone and internet services. Complaint volumes increased by 21% from the previous quarter, ending a two-year trend of declining complaints, with increases recorded across all service types.

    Read more about Quarter 3 Complaints Report (FY2022)
  • Data

    Quarter 2 Complaints Report (FY2022)

    9 Feb 2022

    Between October and December 2021, the TIO received 18,386 complaints about phone and internet services. Complaint volumes fell significantly across all service types, with mobile services becoming the most complained about category despite an overall decline in complaints.

    Read more about Quarter 2 Complaints Report (FY2022)
  • Systemic Reports

    Defending phone and internet accounts from fraudsters

    24 Nov 2021

    Phone and internet account fraud can leave consumers facing financial loss, stolen personal information and service disruptions. This report highlights key risks, emerging fraud tactics and opportunities to strengthen account security.

    Read more about Defending phone and internet accounts from fraudsters
  • Data

    Quarter 1 Complaints Report (FY2022)

    4 Nov 2021

    Residential consumers and small businesses made 21,489 complaints about phone and internet services, a decrease of over 11 per cent compared to the previous quarter. The seasonal comparison shows a 37 per cent decrease, a welcome decline after a significant increase in the same quarter last year.

    Read more about Quarter 1 Complaints Report (FY2022)
  • Submissions

    Our submission to the 2021 Regional Telecommunications Review

    20 Oct 2021

    The Telecommunications Industry Ombudsman (TIO) released a submission to the 2021 Regional Telecommunications Review. The submission highlights complaint trends and consumer concerns in regional, rural and remote Australia, including service reliability, coverage and connectivity.

    Read more about Our submission to the 2021 Regional Telecommunications Review
  • Annual Reports

    Annual Report 2020-21

    22 Sept 2021

    The TIO's 2020–21 Annual Report highlights a third consecutive year of declining phone and internet complaints, while identifying ongoing challenges for small businesses and consumers navigating increasingly complex telecommunications issues.

    Read more about Annual Report 2020-21
  • Submissions

    Submission - Existing Customer Authentication Industry Code

    20 Sept 2021

    The Telecommunications Industry Ombudsman (TIO) released a submission on the Existing Customer Authentication Industry Code. The submission focuses on improving customer authentication and protecting consumers from unauthorised account access and fraud.

    Read more about Submission - Existing Customer Authentication Industry Code
  • Data

    Quarter 4 Complaints Report (FY2021)

    17 Sept 2021

    In April to June 2021, the TIO received 24,195 complaints about phone and internet services. Complaint volumes fell by 20.2% from the previous quarter, the lowest level in five quarters, while issues related to provider responsiveness and service performance remained common.

    Read more about Quarter 4 Complaints Report (FY2021)
  • Systemic Reports

    Responding to consumers in financial hardship

    1 Sept 2021

    This report examines how telcos respond to consumers experiencing financial hardship. It highlights barriers to accessing support, inconsistencies in applying hardship policies, and recommendations to improve assistance, payment arrangements and consumer outcomes.

    Read more about Responding to consumers in financial hardship
  • Submissions

    Submission - Local Number Portability Code review

    20 Aug 2021

    The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's review of the Local Number Portability Code. The submission focuses on improving number transfer processes and consumer outcomes when changing telecommunications providers.

    Read more about Submission - Local Number Portability Code review
  • Data

    Quarter 3 Complaints Report (FY2021)

    2 June 2021

    Between January and March 2021, residential consumers and small businesses made 30,393 complaints about phone and internet services. This is a decrease of 0.3 per cent compared to the previous quarter, and 6.1 per cent compared to the same quarter last year.

    Read more about Quarter 3 Complaints Report (FY2021)
  • Systemic Reports

    Helping telco consumers sign up to the right phone and internet products

    17 May 2021

    This report examines telco sales practices that can lead consumers to sign up for phone and internet products they do not understand or need. It highlights issues with sales information, online content and responsible selling, and outlines improvements made by providers.

    Read more about Helping telco consumers sign up to the right phone and internet products
  • Submissions

    Submission - Amendments to the telecommunications carrier powers and immunities framework—Tranche One

    1 Apr 2021

    The Telecommunications Industry Ombudsman (TIO) released a submission on proposed amendments to the telecommunications carrier powers and immunities framework. The submission highlights opportunities to strengthen landowner protections and improve telecommunications infrastructure processes.

    Read more about Submission - Amendments to the telecommunications carrier powers and immunities framework—Tranche One
  • Data

    Quarter 2 Complaints Report (FY2021)

    2 Feb 2021

    Between October and December 2020, the TIO received 30,564 complaints about phone and internet services. While complaints decreased from the previous quarter, volumes remained higher than the same period a year earlier, reflecting ongoing impacts of the pandemic on consumers and small businesses.

    Read more about Quarter 2 Complaints Report (FY2021)
  • Systemic Reports

    Meeting the needs of consumers impacted by family violence

    9 Dec 2020

    Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe are some of the challenges facing telcos when resolving phone and internet problems.

    Read more about Meeting the needs of consumers impacted by family violence
  • Submissions

    Digital Platform Services Inquiry: March 2021 report on app marketplaces

    20 Nov 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC's Digital Platform Services Inquiry interim report on app marketplaces. The submission focuses on consumer protections, complaints handling and dispute resolution in digital platform and app marketplace services.

    Read more about Digital Platform Services Inquiry: March 2021 report on app marketplaces
  • Submissions

    Submission - Improving the telecommunications powers and immunities framework

    30 Oct 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission on improving the telecommunications powers and immunities framework. The submission highlights opportunities to strengthen landowner protections, transparency and telecommunications infrastructure processes.

    Read more about Submission - Improving the telecommunications powers and immunities framework
  • Data

    Quarter 1 Complaints Report (FY2021)

    28 Oct 2020

    Between July and September 2020, the TIO received 34,476 complaints about phone and internet services. Complaint volumes increased for the third consecutive quarter, with small business complaints rising sharply and provider responsiveness remaining a key concern.

    Read more about Quarter 1 Complaints Report (FY2021)
  • Submissions

    Submission to the Consumer Safeguards Review Part C: Choice and fairness

    15 Oct 2020

    The Telecommunications Industry Ombudsman's submission to Part C of the Consumer Safeguards Review recommends stronger consumer protections, enhanced regulatory powers and a telecommunications provider registration scheme to improve accountability and consumer outcomes.

    Read more about Submission to the Consumer Safeguards Review Part C: Choice and fairness
  • Submissions

    Submission - TIO opening remarks: Inquiry into the NBN business case and experiences of small businesses

    9 Oct 2020

    The Telecommunications Industry Ombudsman (TIO) released opening remarks to the inquiry into the business case for the NBN and the experiences of small businesses. The remarks draw on complaint data and insights into issues affecting NBN services and consumers.

    Read more about Submission - TIO opening remarks: Inquiry into the NBN business case and experiences of small businesses
  • Submissions

    Submission - TIO supplementary submission to JSC re business case for NBN and experiences of small businesses

    30 Sept 2020

    The Telecommunications Industry Ombudsman (TIO) released a supplementary submission to the inquiry into the business case for the NBN and the experiences of small businesses. The submission highlights complaint trends and issues affecting NBN services and connectivity.

    Read more about Submission - TIO supplementary submission to JSC re business case for NBN and experiences of small businesses
  • Annual Reports

    Annual Report 2019-20

    30 Sept 2020

    Complaints about phone and internet services decreased 4 per cent in the last financial year ending 30 June 2020. In this period, residential consumers and small businesses made 127,151 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2019-20 published today.

    Read more about Annual Report 2019-20
  • Data

    Quarter 4 Complaints Report (FY2020)

    30 Sept 2020

    The TIO's Q4 FY2020 report highlights the impact of COVID-19 on phone and internet services. Complaints increased from the previous quarter, with provider responsiveness, service delays and access to support emerging as key consumer concerns.

    Read more about Quarter 4 Complaints Report (FY2020)
  • Systemic Reports

    Impact of COVID-19 on phone and internet complaints

    29 July 2020

    This report examines how COVID-19 changed the way Australians relied on phone and internet services. It highlights key complaint trends, the challenges faced by consumers and small businesses, and the telecommunications industry's response during the early months of the pandemic.

    Read more about Impact of COVID-19 on phone and internet complaints
  • Submissions

    Submission - Design options for Round 5A of the Mobile Black Spot Program

    19 June 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Department's consultation on design options for Round 5A of the Mobile Black Spot Program. The submission highlights opportunities to improve mobile coverage and connectivity for regional, rural and remote communities.

    Read more about Submission - Design options for Round 5A of the Mobile Black Spot Program
  • Systemic Reports

    Addressing the causes of small business complaints

    3 June 2020

    This report examines the key causes of small business complaints about phone and internet services. It identifies common issues, including unsuitable products, connection delays, fault management challenges and financial impacts, and provides recommendations to improve outcomes.

    Read more about Addressing the causes of small business complaints
  • Data

    Quarter 3 Complaints Report (FY2020)

    20 May 2020

    Between January and March 2020, the TIO received 32,441 complaints about phone and internet services. Complaint volumes increased from the previous quarter, with service outages, internet issues and provider responsiveness among the key concerns.

    Read more about Quarter 3 Complaints Report (FY2020)
  • Submissions

    Submission - Review of the 2015 Telecommunications in New Developments Policy

    13 Mar 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the review of the 2015 Telecommunications in New Developments Policy. The submission highlights issues affecting telecommunications connections in new developments and opportunities to improve consumer outcomes.

    Read more about Submission - Review of the 2015 Telecommunications in New Developments Policy
  • Submissions

    Submission – Regional Connectivity Program – draft grant opportunity guidelines

    13 Mar 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Regional Connectivity Program draft grant opportunity guidelines. The submission highlights opportunities to improve connectivity and access to reliable telecommunications services in regional, rural and remote communities.

    Read more about Submission – Regional Connectivity Program – draft grant opportunity guidelines
  • Submissions

    Submission – Department of Communications and the Arts – Consultation on a new Digital Tech Hub

    28 Feb 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Department of Communications and the Arts' consultation on a new Digital Technology Hub. The submission focuses on helping consumers access information and support in an increasingly digital environment.

    Read more about Submission – Department of Communications and the Arts – Consultation on a new Digital Tech Hub
  • Submissions

    Submission – Consultation on Alternative Voice Services Trials

    17 Feb 2020

    The Telecommunications Industry Ombudsman (TIO) released a submission to the consultation on Alternative Voice Services Trials. The submission highlights the importance of reliable voice services, particularly for rural and remote consumers who may have limited communication options.

    Read more about Submission – Consultation on Alternative Voice Services Trials
  • Data

    Quarter 2 Complaints Report (FY2020)

    12 Feb 2020

    Residential consumers and small businesses made 28,746 complaints to the Telecommunications Industry Ombudsman in the last quarter of 2019 (1 October to 31 December 2019). The Quarter 2 Complaints snapshot released today (Wednesday 12 February 2020) shows complaints about phone and internet service…

    Read more about Quarter 2 Complaints Report (FY2020)
  • Submissions

    Submission – Inquiry into Anti-Vilification Protections

    19 Dec 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Victorian Parliament's Inquiry into Anti-Vilification Protections. The submission reflects the TIO's experience assisting consumers in an increasingly digital communications environment.

    Read more about Submission – Inquiry into Anti-Vilification Protections
  • Submissions

    TIO submission to the ACMA – Artificial Intelligence in communications and media

    9 Dec 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the ACMA's consultation on artificial intelligence in communications and media. The submission explores the opportunities and challenges of AI, including consumer safeguards, complaints handling and access to support.

    Read more about TIO submission to the ACMA – Artificial Intelligence in communications and media
  • Submissions

    Submission – Draft CDR Privacy Safeguard Guidelines

    20 Nov 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the OAIC's consultation on the draft Consumer Data Right Privacy Safeguard Guidelines. The submission focuses on privacy protections and supporting the effective handling of Consumer Data Right issues and complaints.

    Read more about Submission – Draft CDR Privacy Safeguard Guidelines
  • Submissions

    Submission – Inquiry into 5G in Australia

    1 Nov 2019

    The Telecommunications Industry Ombudsman (TIO) provided feedback on the ACCC's Digital Platforms Inquiry, focusing on proposals to establish an ombudsman scheme for digital platforms and strengthen options for consumers seeking dispute resolution.

    Read more about Submission – Inquiry into 5G in Australia
  • Data

    Quarter 1 Complaints Report (FY2020)

    28 Oct 2019

    Residential consumers and small businesses made 32,801 complaints in the first quarter of 2020 (1 July 2019 and 30 September 2019). In this period complaints about phone and internet services increased 6.3 per cent compared to the same period in 2018. This data was highlighted in the Telecommunicat…

    Read more about Quarter 1 Complaints Report (FY2020)
  • Submissions

    Our submission to the ACCC Digital Platforms Inquiry

    4 Oct 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission in response to the ACCC's Digital Platforms Inquiry. The submission focuses on proposals for an ombudsman scheme for digital platforms and improving pathways for resolving consumer complaints and disputes.

    Read more about Our submission to the ACCC Digital Platforms Inquiry
  • Annual Reports

    Annual Report 2018-19

    25 Sept 2019

    The TIO's 2018–19 Annual Report highlights a significant decline in phone and internet complaints, while identifying growing complexity in unresolved technical and small business issues. It explores complaint trends, consumer outcomes and industry developments.

    Read more about Annual Report 2018-19
  • Submissions

    Submission – ACMA consultation on proposed changes to International Mobile Roaming regulations

    9 Sept 2019

    The Telecommunications Industry Ombudsman (TIO) provided feedback on proposed changes to international mobile roaming regulations. The submission focuses on helping consumers better understand roaming charges, usage notifications and protections when using services overseas.

    Read more about Submission – ACMA consultation on proposed changes to International Mobile Roaming regulations
  • Systemic Reports

    Investigation finds telemarketers pressuring consumers to sign up to NBN

    1 Aug 2019

    This report examines concerns about telemarketers pressuring consumers to sign up to NBN services. It highlights findings from a TIO investigation and outlines recommendations to improve sales practices, strengthen consumer protections and support informed decision-making.

    Read more about Investigation finds telemarketers pressuring consumers to sign up to NBN
  • Submissions

    Submission - ACCC consultation on Consumer Data Right draft rules (banking)

    28 June 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC consultation on the Consumer Data Right draft banking rules. The submission focuses on complaints handling, consumer protections and ensuring consumers can easily access support when issues arise.

    Read more about Submission - ACCC consultation on Consumer Data Right draft rules (banking)
  • Data

    Phone and internet complaints down between July and December 2018

    11 Apr 2019

    Australian residential consumers and small businesses made 60,998 complaints to the Telecommunications Industry Ombudsman in the last six months of 2018 (1 July 2018 to 31 December 2018). In this period, complaints about landline, mobile and internet services, decreased by 27.7 per cent compared to…

    Read more about Phone and internet complaints down between July and December 2018
  • Submissions

    Submission - Inquiry into Treasury Laws Amendment (Consumer Data Right) Bill 2019

    1 Mar 2019

    The Telecommunications Industry Ombudsman (TIO) provided feedback on the Treasury Laws Amendment (Consumer Data Right) Bill 2019. The submission highlights privacy protections, complaints handling arrangements and the need for a consumer-focused approach to managing Consumer Data Right issues.

    Read more about Submission - Inquiry into Treasury Laws Amendment (Consumer Data Right) Bill 2019
  • Submissions

    Submission - CommsAlliance Review of NBN Access Transfer Code

    1 Mar 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's review of the NBN Access Transfer Code. The submission focuses on consumer protections during service transfers and the role of transfer safeguards in reducing service disruption and complaints.

    Read more about Submission - CommsAlliance Review of NBN Access Transfer Code
  • Systemic Reports

    Sales Practices Driving Consumer Debt

    28 Feb 2019

    This report examines how telecommunications sales practices can contribute to consumer debt and financial hardship. It highlights common practices that may lead to financial over-commitment and recommends measures to support more responsible sales and credit assessment processes.

    Read more about Sales Practices Driving Consumer Debt
  • Systemic Reports

    Loss of telephone numbers during migration to the NBN

    26 Feb 2019

    This report examines the loss of telephone numbers during migration to the NBN and the impact on consumers and small businesses. It highlights the causes of number loss and recommends measures to reduce risks and improve customer outcomes during the migration process.

    Read more about Loss of telephone numbers during migration to the NBN
  • Systemic Reports

    Reducing fraudsters’ theft of mobile numbers

    26 Feb 2019

    This report explores how fraudsters steal mobile numbers through SIM swap scams and unauthorised transfers. It examines the impact on consumers and highlights efforts to strengthen identity verification and improve protections across the telecommunications industry.

    Read more about Reducing fraudsters’ theft of mobile numbers
  • Submissions

    Submission - ACCC Inquiry into Digital Platforms - Preliminary Report

    1 Feb 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC's Digital Platforms Inquiry Preliminary Report. The submission focuses on user safeguards, complaints handling arrangements and avoiding regulatory overlap with the telecommunications sector.

    Read more about Submission - ACCC Inquiry into Digital Platforms - Preliminary Report
  • Submissions

    Submission - Department of Communications and Arts consultation on the Consumer Safeguards Review – Part B

    1 Jan 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to the Department of Communications and the Arts' Consumer Safeguards Review – Part B. The submission focuses on consumer protections, complaints handling and improving outcomes for telco consumers.

    Read more about Submission - Department of Communications and Arts consultation on the Consumer Safeguards Review – Part B
  • Submissions

    Submission - Treasury consultation on Privacy Impact Assessment – Consumer Data Right

    1 Jan 2019

    The Telecommunications Industry Ombudsman (TIO) released a submission to Treasury’s consultation on the Privacy Impact Assessment for the Consumer Data Right. The submission focuses on privacy protections, complaints handling and ensuring consumers can access support through a clear process.

    Read more about Submission - Treasury consultation on Privacy Impact Assessment – Consumer Data Right
  • Annual Reports

    Annual Report 2018: Phone and internet complaints turning a corner

    17 Oct 2018

    The TIO's 2017–18 Annual Report highlights signs of improvement in complaint trends, with complaint volumes decreasing in the final quarter of the year. It explores industry developments, consumer issues and the TIO's ongoing role in resolving phone and internet disputes.

    Read more about Annual Report 2018: Phone and internet complaints turning a corner
  • Data

    Six month update published today

    17 Apr 2018

    Australian residential consumers and small businesses made 84,914 complaints to the Telecommunications Industry Ombudsman in the last six months of 2017 (1 July 2017 to 31 December 2017). In this period, complaints about landline, mobile and internet services, increased by 28.7 per cent compared to…

    Read more about Six month update published today
  • Insights

    Vulnerable Queenslanders struggle with phone and internet issues

    9 Mar 2018

    New research undertaken by the Telecommunications Industry Ombudsman and Community Legal Centres Queensland shows that almost half of community legal workers in that state are seeing clients burdened by phone and internet issues every week.

    Read more about Vulnerable Queenslanders struggle with phone and internet issues
  • Annual Reports

    Annual Report 2017: Phone and internet complaints increase

    18 Oct 2017

    The TIO's 2016–17 Annual Report highlights a significant increase in complaints about landline, mobile and internet services, reflecting growing consumer reliance on telecommunications and the challenges of an evolving digital landscape.

    Read more about Annual Report 2017: Phone and internet complaints increase
  • Annual Reports

    Annual Report 2016

    1 Oct 2017

    The TIO's 2015–16 Annual Report highlights a year of organisational change, strategic renewal and continued support for consumers and small businesses navigating an evolving telecommunications landscape.

    Read more about Annual Report 2016
  • Annual Reports

    Annual Report 2015

    1 Apr 2016

    The TIO's 2014–15 Annual Report highlights organisational performance, complaint trends and ongoing efforts to improve outcomes for telecommunications consumers while supporting a fair and effective dispute resolution framework.

    Read more about Annual Report 2015
  • Annual Reports

    Annual Report 2014

    1 Apr 2015

    The TIO's 2013–14 Annual Report highlights its 20 years of dispute resolution, organisational performance and ongoing efforts to improve outcomes for telecommunications consumers and small businesses.

    Read more about Annual Report 2014
  • Annual Reports

    Annual Report 2013

    1 Apr 2014

    The TIO's 2012–13 Annual Report highlights organisational performance, complaint trends and key initiatives undertaken to support consumers and small businesses while strengthening dispute resolution services.

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  • Annual Reports

    Annual Report 2012

    1 Apr 2013

    The TIO's 2011–12 Annual Report highlights complaint trends, consumer and industry engagement, and the organisation's efforts to prepare for the future while continuing to deliver independent dispute resolution services.

    Read more about Annual Report 2012
  • Annual Reports

    Annual Report 2011

    1 Apr 2012

    The TIO's 2010–11 Annual Report highlights the organisation's performance, complaint trends and ongoing efforts to provide fair, independent dispute resolution for telecommunications consumers and small businesses.

    Read more about Annual Report 2011
  • Annual Reports

    Annual Report 2010

    1 Apr 2010

    The TIO's 2009–10 Annual Report highlights improvements in telecommunications complaint trends, organisational performance and the ongoing work undertaken to help consumers and small businesses resolve disputes with their service providers.

    Read more about Annual Report 2010
  • Annual Reports

    Annual Report 2009

    1 Apr 2010

    The TIO's 2008–09 Annual Report highlights organisational performance, complaint trends and strategic achievements, demonstrating the organisation's ongoing commitment to accessible, effective dispute resolution and continuous improvement.

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  • Annual Reports

    Annual Report 2008

    1 Apr 2009

    A year of unprecedented demand for the TIO, with record complaint volumes providing valuable insights into consumer issues, industry performance and opportunities for improvement.

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  • Annual Reports

    Annual Report 2007

    1 Apr 2008

    The TIO's 2006–07 Annual Report highlights a significant increase in complaint volumes, particularly for internet services, and outlines the organisation's work to help consumers resolve telecommunications disputes fairly and independently.

    Read more about Annual Report 2007
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