Consumers who wish to communicate using Auslan currently contact the TIO through the National Relay Service (NRS), where the NRS operator makes a phone call to the TIO. There is no video link between the consumer and TIO, and the NRS does not offer a video service with all parties online.
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Presenter: Cynthia Gebert, Ombudsman
Event: April 2023 meeting of the Economic Abuse Reference Group
Date and time: Tuesday 4th April 2023, 11.00am
Duration: 15 mins
Media enquiries: TIO Media Team on 0437 548 540 or via email
Download the Quarter One Complaints Report
Mobile complaints continued to be the most complained about service type, making up a proportion of 47 per cent of all complaints. The number of complaints about internet, landline and multiple services decreased significantly.
Mobile complaints about receiving no or delayed action by a provider increased 19.9 per cent in this quarter, and complaints about misleading sales conduct increased 25.4 per cent.
Faults can stop you from using your phone or internet services the way you need to.
When services don’t work, it can disrupt your everyday life and ability to work, access support and stay connected to your community. You may feel frustrated if the problem keeps happening or is taking too long to fix.
The most common complaints we see about phone and internet faults involve:
For the first physical event since the pandemic began, the TIO attended Seniors Day at the Sydney Royal Easter Show. The show has been running since 1823 is one of the largest annual ticketed events in Australia. The show now hosts a specific discounted day for seniors, making it an unmissable opportunity for the TIO to connect with elderly citizens who may be experiencing phone or internet issues.
When you buy phone and internet products and services, you should be able to trust the advice you get and understand what you agree to. If you feel pressured or aren’t given the information you need, you can end up with more than you want, need or can afford.
The most common complaints we see about sales issues involve:
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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.