In 2025–26, the TIO received 553 complaints about unconscionable conduct, up from 217 the previous year. The Annual Report identifies this as one of the largest percentage increases across all complaint issues.
The increase occurred during a year of heightened attention on sales practices across the telecommunications sector. The report highlights regulatory action relating to mis-selling and unconscionable conduct, alongside broader discussions about consumer protections and trust in the sector.
The unconscionable conduct data is not the only signal. Several related complaint issues also increased during the year. Complaints about unsuitable products rose by 42.3%, unfair contract terms increased by 60.2% and complaints involving mishandled or inaccurate information increased by 43.4%.
Taken together, these trends point to the importance consumers place on receiving clear information, understanding what they are signing up for and being offered products that match their circumstances.
The Annual Report also highlights the human impact behind the numbers. One First Nations consumer sought assistance after being sold multiple devices on a repayment arrangement despite experiencing a significant reduction in income. The consumer later struggled to meet the repayments and contacted the TIO after learning remediation may be available.
Complaint data shows that improvements in sales practices can benefit consumers and providers alike. During the year, the TIO commenced systemic investigations into issues including misselling, helping identify opportunities to address problems before they affect more consumers.
For providers, regulators, government and community organisations, these complaint trends offer valuable insight into consumer experience. They reinforce a simple principle: when consumers are given clear information, offered suitable products and treated fairly, trust is strengthened. When those foundations are missing, complaints can follow.
As consumer expectations continue to evolve, complaint data remains an important source of evidence about where harm is occurring and where further improvements may be needed to support fair outcomes across the telecommunications sector.