In 2023-24, complaints and total contacts continued to decrease, following a four-year trend. The TIO received 56,718 complaints, a 14.6 per cent decrease from the previous year. However, enquiries increased by 22.6 per cent to 32,384. Telstra and Optus had the most enquiries, with Telstra’s increasing by 17.2 per cent and Optus’s by 23.8 per cent.
2023-24 Complaints Data
2 October 2024
Key data summary
Complaints data
Demographics data
Unresolved cases data
Escalated cases data
Complaint outcomes
Glossary and help
- View data and complaint terms about Data and complaints terminology
Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
- View complaint issues and keywords about Complaint issues and keywords
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.
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