Telco complaints surge in Quarter 2

20th Feb 2025

Data released today by the Telecommunications Industry Ombudsman (TIO) reveals a surge in complaints between October and December 2024. Residential consumers and small businesses made 15,297 complaints to the TIO between October and December 2024, a 13 per cent increase compared to the previous quarter and a 5.6 per cent increase compared to the same period last year.

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Among the top 10 issues raised by consumers, nine issues registered increases in complaints compared to the previous quarter. The largest increase was noted for no phone or internet service which increased by 44.1 per cent, followed by intermittent service or dropouts which registered a 21.1 per cent increase in complaints since Quarter 1. The TIO also saw complaints about mobile services jump by 23.2 per cent since the previous quarter.

The impact of the 3G network shutdown resulted in 190 complaints in October, increasing to 566 in November, before dropping in December. The majority of 3G shutdown complaints were about problems with reliability of mobile services.

Complaints from small businesses increased 12.8 per cent during the reporting period ending four consecutive quarters of decline. Small businesses were impacted by the shutdown of the 3G network with large increases in complaints recorded for no phone or internet service (up 58.9 per cent) and poor mobile coverage (up 35.4 per cent). Businesses seeking compensation for financial loss also increased 6 per cent compared to the previous quarter.

Complaints coming back unresolved by providers continued to climb, up 14.7 per cent from the previous quarter. The main issues reported in unresolved complaints continue to be no or delayed action by provider, service and equipment fees and intermittent service or dropouts.

Other insights from TIO’s October to December 2024 data include:

Since the last quarter, all states and territories observed a jump in complaints, with the largest increases observed in Northern Territory (up by 49 per cent, an additional 25 complaints), followed by the Australian Capital Territory (up by 35.5 per cent, an additional 55 complaints).
The top five Local Government Areas with the highest number of complaints were Brisbane (606), Gold Coast (361), Moreton Bay (268), Sunshine Coast (232) and Central Coast-NSW (210), contributing 11 per cent of the total complaints.
A total of 416 complaints were made by First Nations consumers. The top three complaint issues were no or delayed action by their provider, service and equipment fees, and intermittent service or dropouts.

Download data insights paper (PDF, 258KB) for more information.

Quotes attributable to Telecommunications Industry Ombudsman, Cynthia Gebert:

“We have seen an increase in consumers reaching out who are frustrated with their telcos. Everyone should have access to the service they’re promised, yet we are seeing an increase in persistent challenges with patchy service and dropouts, and no phone or internet service.”

“When you can’t use your telco service for everyday life and work, it can be a real barrier. I appreciate the work telcos do to resolve complaints directly, but with more people and small businesses reaching out to my office for help, there is clearly more that can be done.”

“It is encouraging to see the drop-off in 3G shutdown complaints in December, yet we are continuing to hear from people in rural and regional Victoria who are facing ongoing challenges. I implore the telcos to keep working on solutions that ensure equal access to reliable and phone and internet service for all people in Australia.”

ENDS

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