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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.
Scams and fraud can happen to anyone. It can cause significant stress and financial pressure and leave you in debt. Receiving unwanted calls, emails and texts, including spam, can also be frustrating when you don’t know how to stop it.
The most common complaints we see about scams, spam and fraud involve:
Australian landline numbers and the addresses to which they are connected are, by default, listed in public number directories and given out by directory assistance services.
A telecommunications provider can agree with a consumer to:
The Telecommunications Industry Ombudsman acknowledges the release of the Government’s Consumer Safeguards Review Part B report, published today (Tuesday 17 December 2019), to guarantee minimum standards of reliability for telecommunications services.
The Telecommunications Industry Ombudsman notes the ACMA’s intention to issue a complaint handling standard and record keeping rules to improve complaint handling by telecommunications providers.
Ombudsman Judi Jones says she welcomes any measures that will improve the customer experience and drive better complaint handling practices.
ENDS
Note to editors
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The role of the telco sector is to ensure telco consumers who are experiencing family violence are treated with respect, care, and urgency when they have problems with their phone or internet products and services.
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While the overall trajectory of declining complaints is a positive sign for consumers and telcos, the nature of complaints made to the TIO indicates consumers remain frustrated by stubborn challenges such as service reliability.