Record high digital platform complaints in 2025 show consumers more frustrated than ever with big tech

The latest TIO complaints report reveals more people are coming to the TIO for help after hitting dead ends with social media providers and other digital platforms when things go wrong online. Despite us being unable to help with these complaints, in 2025 the TIO received 719 complaints about digital platforms – up 20% from the 2024 calendar year.

Unsurprisingly, tech giants Meta, Google, Microsoft, Apple and Hubbl make up 71 per cent of all digital platform complaints. And while it’s clear these billion-dollar companies have the resources to properly handle complaints, people are still facing barriers when they try to appeal automated decisions.

In one complaint to the TIO, Derek* got stuck in automated account recovery processes after a verification code was sent to an old work email he couldn’t access. Derek couldn’t access important financial and personal information and was stuck with no way to talk to a real person for help.

Despite receiving 1,780 digital platform complaints since 2023, the TIO doesn’t yet have the power to resolve digital platform complaints – no one does.

Ombudsman Cynthia Gebert said the growing volume of digital platforms complaints shows how deeply integrated social media and other online services are with how we live, work and stay connected.

“When people experience problems online – whether it’s about account issues, hidden charges or privacy concerns – they deserve to be heard,” she said.

Account access issues, including blocks and hacking, remain the TIO’s most common digital complaint.

In one complaint, Jamila* came to the TIO after her social media account was accidentally blocked. Jamila’s account had parental controls over her child’s account, and after the social media minimum age came into force, both accounts were locked. This was an obvious mistake, but when Jamila tried to contact the social media platform, she didn’t hear anything back and couldn’t get help.

As the Australian Government continues to roll out world leading measures to keep people safe online, including a digital duty of care, the TIO is calling for stronger internal and external complaint mechanisms to make sure people can get help and to build trust online.

“Australians need an Ombudsman for digital platforms. We’re ready to expand our jurisdiction to handle both telco and digital platform complaints, and to make sure consumers get the support they need when things go wrong online,” said Ombudsman Cynthia Gebert.

The ACCC found that 82% of consumers surveyed agree with the need for an independent external dispute resolution body. The Review of the Online Safety Act also called for a digital platforms ombudsman, along with consumer groups CHOICE, CPRC and ACCAN.

*Names changed for privacy reasons

If you have a dispute with a social media platform, search engine or other online service, we want to hear from you – share your story to help build the case for strong consumer safeguards online.

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