Annual Report 2022-23

11 October 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.

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Message from the Ombudsman
Data highlights and insights
Glossary and help

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.

Data highlights and insights

Complaint numbers decreased this year
66,388 complaints were made, a decrease of 16.5 per cent.
Mobile services drove almost half of complaints
Problems with mobile services accounted for 48 per cent of complaints, the highest proportion in six years.
Financial hardship complaints increased
We received 1,634 complaints about financial hardship, a slight increase of 1.2 per cent.

How we've helped others

Two people sitting at a table looking at a laptop together near a window.

Customer service and sales

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.

- Property or land
Land access for installing and maintaining existing communications facilities
A carrier wanted to install an underground conduit and cable and replace an existing telco pit on rural land next to a railway line to improve the telecommunications network it operates.
Read more about Land access for installing and maintaining existing communications facilities
- Faults
Dr Kumari did not get an explanation for her mobile outage
Doctor experienced a prolonged mobile outage with no clear explanation from the provider, affecting work, before a complaint revealed a network outage and resulted in a refund of service charges.
Read more about Dr Kumari did not get an explanation for her mobile outage
- Billing or debt
Neil was not offered a reasonable payment arrangement when he was unable to work
Customer fell behind on payments after becoming unable to work due to illness, but after a complaint the provider agreed to a manageable payment plan and reduced ongoing costs.
Read more about Neil was not offered a reasonable payment arrangement when he was unable to work

- Customer service and sales
- Billing or debt
Conall was sold over $15,000 worth of mobiles and accessories on a pension
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension by CurbTel.
Read more about Conall was sold over $15,000 worth of mobiles and accessories on a pension
- Property or land
Land access for installing and maintaining existing communications facilities
A carrier wanted to install an underground conduit and cable and replace an existing telco pit on rural land next to a railway line to improve the telecommunications network it operates.
Read more about Land access for installing and maintaining existing communications facilities
- Faults
Dr Kumari did not get an explanation for her mobile outage
Doctor experienced a prolonged mobile outage with no clear explanation from the provider, affecting work, before a complaint revealed a network outage and resulted in a refund of service charges.
Read more about Dr Kumari did not get an explanation for her mobile outage
- Billing or debt
Neil was not offered a reasonable payment arrangement when he was unable to work
Customer fell behind on payments after becoming unable to work due to illness, but after a complaint the provider agreed to a manageable payment plan and reduced ongoing costs.
Read more about Neil was not offered a reasonable payment arrangement when he was unable to work

Glossary and help

Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
View data and complaint terms about Data and complaints terminology
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.
View complaint issues and keywords about Complaint issues and keywords

Questions?

For more information, email[email protected]

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Message from the Ombudsman

Data highlights and insights

How we've helped others

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Land access for installing and maintaining existing communications facilities

Dr Kumari did not get an explanation for her mobile outage

Neil was not offered a reasonable payment arrangement when he was unable to work

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Land access for installing and maintaining existing communications facilities

Dr Kumari did not get an explanation for her mobile outage

Neil was not offered a reasonable payment arrangement when he was unable to work

Data and complaints terminology

Complaint issues and keywords

Questions?

Stay up to date with the TIO

Related annual reports

Annual Report 2024-25

Annual Report 2023-24