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Telco complaints as a proportion of services in operation (SIO) increased 29 per cent in January-March 2016, but dropped 13.8 per cent from the same time last year. The results were released today in the Complaints in Context report by the Telecommunications Industry Ombudsman and Communications Alliance.

The January to March quarter generally sees an increase in complaints to the TIO. Seasonal factors contribute to increased complaint numbers, including summer weather events that can disrupt fixed line services.

The Minister for Communications, the Hon. Michelle Rowland, today announced reforms that will allow the Australian Communications and Media Authority (ACMA) to take direct enforcement action for breaches of industry Codes without first having to issue a direction to comply. The Government will also increase maximum penalties for breaches and establish a Carriage Service Provider (CSP) registration scheme.

“Project ECHO” (Excellence Complaint Handling Optimisation) is designed to enable the TIO to become a 21st Century Ombudsman by aligning the technological functions of the office to the modern requirements for effective and innovative complaint management and resolution.

The Telecommunications Industry Ombudsman welcomes the Australian Communications and Media Authority’s (ACMA) intention to impose new rules to better protect consumers migrating to the National Broadband Network (NBN).

Australian residential consumers and small businesses made 27,195 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2016 to 30 June 2017) about connection and fault issues relating to services delivered over the NBN.

Between 2022 and 2024, the TIO's systemic investigation function identified concerning practices involving Optus’ sale of telco goods and services. The TIO found hundreds of consumers were supplied with products that they did not want or need, or were led to be believe were ‘free’. The TIO referred the conduct by Optus on three occasions to the ACCC.

The Telecommunications Industry Ombudsman (TIO), Simon Cohen, has cited credit management issues as a key problem area for the telecommunications industry, after the busiest quarter for new TIO complaints on record.

In the latest edition of TIO Talks, Mr Cohen reports on credit management issues where there was an 11.4 per cent increase in new complaints between January and March 2011.

This quarterly increase comes on the back of a 36 per cent increase in credit management issues last financial year.