Digital platform enquiries climb as people struggle to get help

The TIO doesn’t currently have the power to resolve complaints about digital platforms but our data highlights the growing need for change so people can get the help they need.

View our latest complaints report

Help is hard to find

People reported problems about over 50 platforms. The most common platforms were Foxtel, Meta, Microsoft, Apple and Google.

The top problem we heard about was account access, followed by fees and faulty products and services. 

Across all enquiries, many people told us there was no clear pathway for them to resolve their digital platform problem. It was often difficult or impossible for people to speak to a real person or escalate their complaint. Some people couldn’t get a response at all. 

Ombudsman Cynthia Gebert is concerned about the widening gap between what people expect and what they get as harm continues to grow. 

“Digital platforms have made life, business and communications easier, but protections and pathways to resolve complaints haven’t kept pace. We’re seeing more people affected by online problems that platforms aren’t stepping up to fix,” she said.

The call for a Communications Ombudsman

People deserve real support when things go wrong online. We’re calling on the Government to expand the TIO’s powers to become the Communications Ombudsman. 

You can share your story to help us build the case for change and show why we stronger online consumer safeguards are needed.