Digital platforms complaints insights

The ‘Digital Platform complaints insights’ report is based on 1,537 complaints made to the TIO since 2023. These complaints highlight a growing gap in consumer protections for digital platforms.

Key findings:

• Complaints are increasing: Complaints about digital platforms rose by almost 29% between 2023 and 2024, and continue to grow in 2025.
• Most complaints are about big tech companies: 71% of complaints were about Google, Microsoft, Apple, Hubbl, and Meta.
• Common problems include:
  • Account access issues (36%) – including blocks, bans and hacking
  • Fees and charges disputes (34%) – such as ongoing payments after cancellation
  • Faulty products and services (25%) – including poor-quality streaming and unusable apps

People cannot get help: Across all complaint types and platforms, people are reporting inadequate internal complaint processes that does not offer the help needed to fix their problem.

What needs to change

The TIO recommends two key actions:

1. Create an independent external dispute resolution body for digital platforms. This would give consumers a clear, fair way to resolve complaints when internal processes fail.
2. Strengthen internal complaint handling rules for digital platforms. Platforms need clear standards so people can fix problems quickly and easily.

Why this matters

Digital platforms are part of how we live, work, and stay connected and informed. When something goes wrong, people should have confidence they can resolve their problem.

The TIO is ready to take on the role of Communications Ombudsman, to help people resolve complaints across telco and digital services, and restore trust in the digital economy.