Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.
Annual Report 2024-25
15 October 2025
We received a total of 57,592 complaints from consumers in the 2024-25 financial year. Residential consumers made 89 per cent of these complaints and 11 per cent were made by small businesses.
Message from the Ombudsman
In a sector as dynamic as ours, standing still is never an option. For over three decades, our presence in the industry has been constant – but trust isn’t earned through longevity alone. It’s our commitment to learn, adapt and act when we need to that defines us.
Now, more than ever, connectivity is no longer a luxury – it's a lifeline. Whether it’s accessing government services, working from home, staying in touch with loved ones, or reaching emergency support, Australians rely on telecommunications as an essential every-day service. And with that comes immense responsibility.
Data highlights and insights
Complaints about mobile services increased this year
25,739 complaints is a 4.4 percent increase from 2023-24. Complaints about mobile services account for nearly half of all complaints.
We received 2,058 complaints about financial hardship
A large increase of 46.1 percent from 2023-24.
More complaints are returning to the TIO than last year
With unresolved complaints after the first referral to their telco, an increase of 36.9 per cent from 2023-24.
View interactive data dashboards
Explore the 2024–25 complaints data, trends and outcomes.
Learn more about View interactive data dashboards
Data Hive
An open and accessible visual comparative data dashboard about phone and internet complaints in Australia
This year in complaints
We received a total of 57,592 complaints, a slight increase of 1.6 per cent compared to 2023-24.
In 2024-25, the main issues facing phone and internet consumers were:
- No or delayed action by a provider: 34,770 complaints
- Service and equipment fees: 20,564 complaints
- No phone or internet service: 7,294 complaints
Complaints increased for eight out of the top ten telcos. We continue to receive the most complaints from the three largest providers – Telstra, Optus and Vodafone. Telstra and Optus both saw decreases, with Telstra complaints down 3.2 per cent and Optus complaints down 6.7 per cent from 2023-24.
Complaints by state
By state, NSW and Victoria had the highest complaint numbers overall, with 30 per cent from people in NSW (17,483 complaints) and 27 per cent from people in Victoria (15,728 complaints).
How we've helped others
Read more about Landowner objects to new telco infrastructure- Property or land
Landowner objects to new telco infrastructure
Landowner objected to rooftop telco installation over structural and visual concerns, but after investigation the provider met its obligations and was allowed to proceed with conditions.
Read more about Yemat Tutors paid thousands for phone equipment that never worked- Faults
Yemat Tutors paid thousands for phone equipment that never worked
Yemat Tutors* signed up to a four-year deal with BranchTel* for NBN services and phone equipment, the latter provided under a separate agreement with FoneHouse*. After installation, the equipment did…
Read more about Consumer in financial hardship receives debt waiver and credit file correction- Customer service and sales
- Domestic and family violence
Consumer in financial hardship receives debt waiver and credit file correction
After a telco failed to provide hardship support and listed a default on Charissa's credit file, we helped with removal of the default, debt from collections and excess charges.
Read more about Improving how telcos tell consumers about the TIO- Customer service and sales
Improving how telcos tell consumers about the TIO
Customers experienced financial hardship and struggled to pay telco bills, but after raising concerns, providers worked with them to offer support, flexible payment plans and more manageable solutions
- Read more about Landowner objects to new telco infrastructure
- Property or land
Landowner objects to new telco infrastructure
Landowner objected to rooftop telco installation over structural and visual concerns, but after investigation the provider met its obligations and was allowed to proceed with conditions.
- Read more about Yemat Tutors paid thousands for phone equipment that never worked
- Faults
Yemat Tutors paid thousands for phone equipment that never worked
Yemat Tutors* signed up to a four-year deal with BranchTel* for NBN services and phone equipment, the latter provided under a separate agreement with FoneHouse*. After installation, the equipment did…
- Read more about Consumer in financial hardship receives debt waiver and credit file correction
- Customer service and sales
- Domestic and family violence
Consumer in financial hardship receives debt waiver and credit file correction
After a telco failed to provide hardship support and listed a default on Charissa's credit file, we helped with removal of the default, debt from collections and excess charges.
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.
Questions?
For more information, email[email protected]
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Annual Report 2023-24
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