When things go wrong online, Australians want someone to turn to
A new national report Someone To Turn to from the Consumer Policy Research Centre (CPRC), commissioned by the TIO, shows just how common and costly these experiences are for people across Australia.
Read the full report (PDF, 851KB)
Online problems are now part of everyday life
The report found that four out of five Australians have experienced a problem with a digital service in the last year. For many, it’s not just a one-off issue. Nearly half of those affected have faced multiple problems, from faulty products and hidden fees to accounts they can’t access or delete.
Harm is growing as online complaints pile up
More than half of the people surveyed who have experienced problems online report lower trust because of it. One in seven reported an impact on their mental health and wellbeing and almost one in three (30 per cent) feel less trusting of other people as a result. More than half have been left out of pocket by online problems, and it’s estimated Australians lose $497 million a year due to issues with digital services.
“It is something I didn’t anticipate to lose money on as I struggle financially.” CPRC Survey Respondent 2026
Many people don’t complain and those who do are often disappointed
Two in five Australians never make a complaint about problems with digital services, and those who do often end up disappointed. Two in three Australians who did complain were dissatisfied with the result.
“After speaking to friends and family about it, it seems that that’s what happens to everyone. So, I decided to do nothing about it.” CPRC Survey Respondent 2026
What Australians want to change
In sectors like energy, banking and telecommunications, Australians already have access to independent dispute resolution bodies like the TIO when things go wrong. But in the digital world, that safety net is missing.
Someone To Turn To shows there’s strong support for change. Three in four Australians support having a free, independent place to go for help with online complaints. Most (83 per cent) are open to the TIO expanding its role to step in and help resolve issues.
“Would be great if there was a centralised body to deal with complaints of this nature.”
“Friendly customer service with real humans will help to resolve the problem.” CPRC Survey Respondents 2026
Help us shape what comes next
Right now, the TIO cannot resolve complaints about digital platforms and online services – no one can. We’re calling for this to change, and your story can help make the case for a fair, independent complaints body.