Annual complaints data reveals telco consumers remain frustrated by stubborn challenges
Although the total number of complaints decreased by 14.6 per cent compared to the previous financial year, the nature of the complaints indicates ongoing consumer frustration with telcos.
In 2023-24, the main issues facing consumers were:
- No or delayed action by a provider: 35,748 complaints (63 per cent of total complaints)
- Service and equipment fees: 19,178 complaints (33.8 per cent of total complaints)
- No phone or internet service: 6,730 complaints (11.9 per cent of total complaints)
Complaints about inadequate fault testing, whereby a customer reports a fault that is not properly addressed, increased by 36 per cent.
Mobile services were the most complained about (43.5 per cent), followed by internet services (39.4 per cent). Common issues for both mobile and internet users included 'no or delayed action by provider' and 'service and equipment fees'.
Complaints about landline services remained low, making up 6.4 per cent of all complaints in 2023-24.
The TIO received 1,373 complaints related to financial hardship, a 20.4 per cent decrease from the previous year.
New South Wales and Victoria had the highest volumes of complaints, with Local Government Area (LGA) Brisbane City Council recording the most complaints of all LGAs at 2,243 complaints.
Telstra, Optus, and Vodafone were the top three telcos for overall complaints, though all three experienced a decline in complaints from the previous year. Uniti Retail entered the top 10 providers by complaints, with a 159 per cent increase from the previous year. Internode left the top ten.
Quotes from Ombudsman Cynthia Gebert:
“It’s pleasing to see overall complaints declining; however, the data shows that consumers remain frustrated by the same issues: poor customer service, delays in fixing problems, and service and equipment fees.
“Telecommunication services are essential. We rely on them for our health and wellbeing, access to government services, employment, and community connections. It’s critical that consumers receive timely assistance when issues arise.
“Telcos must ensure they meet consumers’ needs, offering flexibility and understanding, especially for those who are vulnerable or struggling.”
Complaints by State/Territory and top five LGAs
| New South Wales | Victoria |
16,567 complaints (15.5 per cent decrease) 1. Central Coast - 857 complaints 2. The Hills Shire - 843 complaints 3. Canterbury-Bankstown - 754 complaints 4. Blacktown - 699 complaints 5. Sydney - 584 complaints | 15,315 complaints (18 per cent decrease) 1. Wyndham - 822 complaints 2. Casey - 712 complaints 3. Whittlesea - 656 complaints 4. Hume - 601 complaints 5. Greater Geelong - 554 complaints |
| Queensland | Western Australia |
10,267 complaints (17.6 per cent decrease) 1. Brisbane - 2,243 complaints 2. Gold Coast - 1,373 - complaints 3. Moreton Bay - 1,115 - complaints 4. Sunshine Coast - 909 - complaints 5. Logan - 648 – complaints | 4,638 complaints (13 per cent decrease) 1. Wanneroo - 457 complaints 2. Stirling - 412 complaints 3. Swan - 304 complaints 4. Rockingham - 241 complaints 5. Gosnells - 232 complaints |
| Tasmania | Northern Territory |
839 complaints (24.5 per cent decrease) 1. Clarence - 94 complaints 2. Launceston - 74 complaints 3. Glenorchy - 64 complaints 4. Hobart - 59 complaints 5. Kingborough - 58 complaints | 266 complaints (20.1 per cent decrease) 1. Darwin - 103 complaints 2. Litchfield - 51 complaints 3. Palmerston - 47 complaints 4. Alice Springs - 33 complaints 5. East Arnhem - 12 complaints |
| Australian Capital Territory | South Australia |
| 730 complaints (22.4 per cent decrease) | 4,007 complaints (23.2 percent decrease) 1. Onkaparinga - 400 complaints 2. Port Adelaide Enfield - 332 complaints 3. Salisbury - 315 complaints 4. Charles Sturt - 306 complaints 5. Playford - 303 complaints |
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