Our latest complaints report shows steady complaint levels overall, but we’re seeing more people asking for compensation after being left out of pocket. We’re also seeing more people struggling financially and more mobile connection issues.
Read more about what we heard and how the TIO can help.
When one problem turns into many
Many complaints showed a single issue can snowball quickly. A connection problem can stop you from working, lead to appointment cancellation fees or costs from buying a temporary service to stay connected.
For example, Karl* lives rurally so his daughter has an online tutor. During a session the internet connection was so unstable they had to cancel it. Cancelling cost Karl $150, but his telco only offered $5 compensation.
Support needed to pay telco bills
We’re hearing from more people struggling to keep up with phone and internet bills and asking for support.
Rules require your telco to offer help if you’re in financial hardship, but this doesn’t always happen. This quarter we also heard from people offered payment plans they couldn’t afford.
For example, Logan’s* husband Mark* had several surgeries resulting in high medical bills. Logan asked his telco multiple times for support to keep on top of his growing telco bill. Eventually Logan’s telco set up a payment plan and agreed to keep his services connected. But just a week later, Logan’s services were cut off without explanation.
Growing mobile connection problems
Mobile complaints increased again. People told us about mobile problems like delays getting connected, poor coverage and having no working service.
For example, Samantha’s* mobile stopped working after she switched telcos and the service transfer failed. She suddenly couldn’t talk to clients or check-in with her family while on a work trip. She tried many times to fix it but her telco didn’t respond.
What if this happens to me?
If you have a problem like Karl, Logan or Samantha – or other phone or internet problems – the first step is to talk to your telco.
If your telco can’t fix the problem or you’re not happy with their response, the TIO is here to help.
Contact the TIO for advice on 1800 062 058 or online.
*Names of all parties changed