Quarter 3 Complaints Data

Key data summary

Complaints increased 9.1 percent compared to the previous quarter, but decreased 10.9 percent compared to the same time last year. The top complaints made by consumers were in relation to not having a working phone or internet service, and slow data speeds, up 35.4 percent and 29.4 percent on last quarter, respectively. Other common issues raised by consumers included delays establishing a service, intermittent service and drop outs, and fees incurred for services or equipment.

Complaints data

Complaints about Tangerine increased by 65.8 percent to 98 complaints largely driven by a data breach, and Optus complaints decreased by 19 percent from last quarter’s network outage.

Demographics data

The top three phone and internet problems faced by First Nations consumers and people who speak a language other than English are reflected in the national complaints picture – problems with customer service, problems with a bill and providers not doing what they say will do.

Complaints by location data

Nationally, The top five LGAs with the highest complaints were Brisbane (571), Gold Coast (378), Moreton Bay (302), Sunshine Coast (275) and Whittlesea (180).

By clicking on a specific state, you can delve deeper into the insights and gain a better understanding of the complaints originating from that area. Not sure where your LGA is? Find out here WA, SA, TAS, QLD, VIC, NT, NSW.

Unresolved cases data

Unresolved complaints are complaints or enquiry-referrals that the consumer tells us were not resolved after TIO referred them to the telco.

Escalated cases data

Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated since they are resolved before being assigned to a case officer.

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $444,770 and $412,095 was returned to small businesses.