Annual report reveals telco complaints remained steady, but mobile problems and financial stress rising

View the interactive complaints data dashboard 

Mobile service disruptions persist post-3G shutdown

Mobile services accounted for 44.7 per cent of all complaints in FY 2024–25. While the 3G shutdown led to more people reporting mobile disruptions, reliability issues were already a problem which continued after the shutdown was completed. 

For example, reports from people without a working mobile service surged, up 69.2 per cent compared to the previous year. We also saw more people are experiencing poor mobile coverage, with complaints up 25.2 per cent compared to the previous year.

Financial hardship complaints surge as support from telcos falls short

Financial hardship complaints are up 46.1 per cent from the previous financial year, with more people struggling to manage their telco bills. Mobile services accounted for 66.9 per cent of financial hardship complaints, 22.2 per cent higher compared to the proportion of mobile services across all complaints.

The states with the highest financial hardship complaints were Victoria (647 complaints) and New South Wales (544 complaints). Today’s data adds weight to the TIO’s August 2025 systemic report which found telco support was falling short for customers experiencing financial hardship. 

Major telcos top complaint list despite declines for Telstra and Optus

The TIO continues to receive the most complaints from the three largest providers – Telstra, Optus and Vodafone. Telstra and Optus both saw decreases, with Telstra complaints down 3.2 per cent and Optus complaints down 6.7 per cent on the previous financial year. 

Despite slight declines in complaint volumes for two of the top telcos, we saw an increase in unresolved complaints across all telcos. More people came back to the TIO after our initial referral to their telco did not resolve their complaint, up by 36.9 per cent compared to the previous year.

Additional insights from the Annual report 2024-25:

• Of 57,592 complaints raised with the TIO, 89 per cent were from residential consumers and 11 per cent were from small businesses.
• The highest complaint numbers by state were received from NSW (17,483 complaints) and Victoria (15,728 complaints).
• Brisbane had the most complaints of any Local Government Area (2181 complaints).
• The most common issues frustrating consumers were telcos taking no action or delayed action, service and equipment fees and no phone or internet service.
• Of the top 10 issues across all complaints, people reporting intermittent service or dropout issues recorded the largest spike, up 22.2 per cent.

Quotes attributable to Ombudsman Cynthia Gebert

“It’s encouraging to see complaint levels are steady, but persistent problems show more needs to be done to prevent us seeing the same issues frustrating people each year.” 

“We’re seeing more people struggle with mobile services. People are telling us they can’t use their mobile services, and they’re also telling us they’re struggling to pay to keep them connected. When you can’t rely on your mobile connection, that’s not just frustrating, it can put the brakes on your life. Your mobile is your link to safety, support and everyday life.”

“The large increase in financial hardship complaints tells us people are still under pressure. For our sector, and this includes the TIO, we need to give people tailored support that keeps them connected and helps them manage bills.”

“If you’re struggling with a phone or internet problem, contact your telco first. If they can’t help or you’re not satisfied with their response, reach out to us for help.”

Notes to Editors

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