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Quarter 3 Complaints Data

Overview

The latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 15,799 complaints between January and March 2024, an increase of 9.1 percent against the previous quarter.

Help with data navigation

To view more data in detail or to view specific data, click on the 'Select Filters' button Select filters function on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.

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Key data summary

Complaints increased 9.1 percent compared to the previous quarter, but decreased 10.9 percent compared to the same time last year. The top complaints made by consumers were in relation to not having a working phone or internet service, and slow data speeds, up 35.4 percent and 29.4 percent on last quarter, respectively. Other common issues raised by consumers included delays establishing a service, intermittent service and drop outs, and fees incurred for services or equipment.

 

Complaints data

Complaints about Tangerine increased by 65.8 percent to 98 complaints largely driven by a data breach, and Optus complaints decreased by 19 percent from last quarter’s network outage.

 

Demographics data

The top three phone and internet problems faced by First Nations consumers and people who speak a language other than English are reflected in the national complaints picture – problems with customer service, problems with a bill and providers not doing what they say will do.

 

Complaints by location data

Nationally, The top five LGAs with the highest complaints were Brisbane (571), Gold Coast (378), Moreton Bay (302), Sunshine Coast (275) and Whittlesea (180).

By clicking on a specific state, you can delve deeper into the insights and gain a better understanding of the complaints originating from that area. Not sure where your LGA is? Find out here WA, SA, TAS, QLD, VIC, NT, NSW.

 

Unresolved cases data

Unresolved complaints are complaints or enquiry-referrals that the consumer tells us were not resolved after TIO referred them to the telco.

 

Escalated cases data

Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated since they are resolved before being assigned to a case officer.

 

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $444,770 and $412,095  was returned to small businesses.

 

Complaint issues and keywords

Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.

Help with data navigation

To view more data in detail or to view specific data, click on the 'Select Filters' button Select filters function on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.

To open a report visual in focus mode, hover over the visual and select the Focus mode icon   .

 

Questions? 

For more information, email mediaenquiries@tio.com.au

Commencement of the 3G network shutdown

Update 18 March 2024

In addition to 3G Mobile devices, mobile devices that are not VoLTE compatible may be unable to make calls or receive calls, including calls to emergency services, when the 3G networks are turned off.

Typically this will impact older devices, but may also impact handsets bought internationally, or via ‘grey markets’.

It is important that you check that your mobile device is both capable of using VoLTE for making and receiving calls, and capable of using VoLTE for calls to emergency services.

For more information, visit: 

Australian Mobile Telecommunications Association

Understanding your Mobile Phone's VoLTE and Emergency Calling Capabilities ahead of 3G Network Closures

Telstra

3G closure - what do I need to know?

How do I enable VoLTE on my mobile phone?

Vodafone

Our 3G network is closing down

Voice over LTE (VoLTE)

Optus

Important changes to 3G

VoLTE Guide: Explore Voice over LTE calls


Update 14 December 2023

From 15 December 2023 Telstra, Optus and Vodafone/TPG will begin to shut down their 3G networks. The shutdown will begin with TPG/Vodafone network on 15 December 2023, Telstra on 30 June 2024 and Optus in September 2024. This is due to the 4G and 5G networks being widespread and in common use. 

The shutdown means that devices that rely solely on the 3G network and do not have the capability to connect via 4G or 5G will no longer have connectivity, including the ability to make calls to 000.

The 3G network shutdown will typically impact older mobile handsets but could also impact other devices that connect over a mobile network such as baby monitors, medical alarms or EFTPOS machines.

If consumers have a device that relies on the 3G network, it’s important to upgrade these devices now to avoid being without service.

The Telecommunications Industry Ombudsman may be able to help with problems related to the shutdown, including:

  • Detriment that has occurred because of not being notified of the 3G network closure.
  • Contractual disputes
  • Paying for a service that cannot be used.

The TIO will not be able to handle complaints about having no coverage as a result of the shutdown, requests for the 3G network to stay connected, or handsets and devices that are no longer working and were not supplied as part of a current contract.

Consumers should always contact their provider first to try and resolve the problem. If you can’t work it out together, contact us on 1800 062 058 or make a complaint online at tio.com.au.

For more information on the shutdown of the 3G network read the Australian Mobile Telecommunications Association's fact sheet​​​​​​.

Quarter 2 Complaints Data

Overview

The latest data from the Telecommunications Industry Ombudsman (TIO) reveals consumers and small businesses made 14,671 complaints between October and December 2023, an increase of 13.4 percent against the previous quarter.

Help with data navigation

To view more data in detail or to view specific data, click on the 'Select Filters' button Select filters function on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.

To open a report visual in focus mode, hover over the visual and select the Focus mode icon   .

Key data summary

Complaints increased by 13.4 percent compared to the previous quarter, but decreased 17.9 percent compared to the same time last year. Overall, six of the top ten issues increased compared to last quarter, with complaints about customer service and problems with a bill continuing to be the top issues for consumers. The most notable increases were in complaints related to a network outage and complaints about no phone or internet service.

 

Complaints data

Telstra made up a proportion of 36.8 percent of all complaints and Optus made up a proportion of 31.4 percent of all complaints. By volume, complaints about Optus increased 43.1 percent this quarter. Nine of the top ten providers recorded increases, while complaints about Southern Phone decreased.

 

Demographics data

The top three phone and internet problems faced by First Nations consumers and people who speak a language other than English are reflected in the national complaints picture – problems with customer service, problems with a bill and providers not doing what they say will do.

 

Complaints by location data

Nationally, the top five LGAs with the highest complaints were Brisbane (602), Gold Coast (323), Moreton Bay (291), Sunshine Coast (213) and Wyndham (206). Sunshine Coast is new to the top five LGAs, and Wyndham has dropped from number 3 to number 5 this quarter.

By clicking on a specific state, you can delve deeper into the insights and gain a better understanding of the complaints originating from that area. Not sure where your LGA is? Find out here WA, SA, TAS, QLD, VIC, NT, NSW.

 

Unresolved cases data

Unresolved complaints are complaints or enquiry-referrals that the consumer tells us were not resolved after TIO referred them to the telco. Complaints that come back to the TIO as unresolved have decreased 23.5 percent compared to the previous quarter.

 

Escalated cases data

Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated since they are resolved before being assigned to a case officer. Complaints that are escalated to dispute resolution have decreased 21.8 percent compared to the previous quarter.

 

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $588,510 and $395,188 returned to small businesses. Of the complaints that proceeded to dispute resolution, 58.2 percent of cases were closed within 60 days. 

 

Complaint issues and keywords

Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.

Help with data navigation

To view more data in detail or to view specific data, click on the 'Select Filters' button Select filters function on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.

To open a report visual in focus mode, hover over the visual and select the Focus mode icon   .

 

Questions? 

For more information, email mediaenquiries@tio.com.au