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TIO data revealed overall complaint numbers remain steady with 15,385 telco complaints received from January to March 2025, reflecting a slight increase of 0.6 per cent compared with the previous quarter (October – December 2024). Mobile service and internet complaints remain the highest proportion of all complaints at 43.9 per cent and 40.6 per cent respectively, although complaints about mobile have dropped 8.1 per cent when compared with the previous quarter.

The new Perth office will allow the TIO to extend its operating hours with locally based employees working their local standard hours. This will make the TIO’s dispute resolution services more accessible for all Australians, but especially for those in the west-coast time zone.

The expansion of the office, known internally as Project Kaya*, also enables the organisation to diversify its work force and advertise Perth-based roles. Recruitment is currently underway for a team leader, and subsequent roles will be advertised before the end of this financial year.

Presenter: Cynthia Gebert, Ombudsman

Event: ACCC National Consumer Congress

Date and time: Thursday 16 June 2022, 9.35am

Duration: 10 mins

Transcript: Check against delivery

Media enquiries: TIO Media Team on 0437 548 540 or mediaenquiries@tio.com.au

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Read the Complaint Data Insights - October to December 2023

The most notable increases were in complaints related to a network outage and complaints about no phone or internet service, following the Optus Outage on 8 November 2023.

If you have been scammed and require immediate help contact ID Care, Australia and New Zealand’s national identity and cyber support service. 

Spotting a scam  

Spotting a scam can be tricky. Scammers constantly change and evolve their methods and are skilled at convincing people they are acting with good faith. However, there are some questions you can ask yourself and little signs to look out for to help you spot scams:  

The pilot Fairness and Satisfaction Surveys have now been running for over six months, with around 200 people responding each week. The surveys ask questions about a consumers experience of fairness and satisfaction with the TIO’s service, and collect demographic data on age, gender, and First Nations origin.

Member and Community Services Manager Shaun Kingma was touched by the powerful stories he heard from residents. Many of these communities are still feeling the impacts of the 2020 bushfires.

View the Data Dashboard and Complaints Insights

In this reporting period, 30 percent (3,389 complaints) of cases returned unresolved after referral to a telco, in relation to issues such as poor customer service, problems with bills or equipment, and intermittent service or dropouts.

Did you know...?

Before you buy a product or service... If you tell a telecommunications provider what you need a service for, they must tell you if they have anything on offer that might suit you. They have to describe products and services accurately. If a provider does not tell you important things you should know before you buy something from them, they have to fix any problems resulting from this.

Financial counsellors across Western Australia have identified a range of financial challenges faced by their clients living in the state, a new report from the Telecommunications Industry Ombudsman and Financial Counsellors Association of Western Australia (FCAWA), highlights today (23 October 2017).