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Complaints in Context Increase during October to December 2016

03 February 2017

Complaints to the Telecommunications Industry Ombudsman, as a proportion of services in operation (SIO), were 6.4 complaints per 10,000 for the period October to December 2016.

This is broadly in line with the results achieved throughout 2016 but represents a 33.3 per cent increase on the record-low 4.8 complaints per 10,000 SIO achieved during the same period in 2015.

Provider                   Jul-Sep 2015       Oct-Dec 2015       Jan-Mar 2016       Apr-Jun 2016       Jul-Sep 2016       Oct-Dec 2016      

Telstra                                

5.5 4.9 6.4 6.8 6.0 6.8

Optus                                

6.7 5.9 7.9 7.7 7.2 6.7

Vodafone                                

4.1 3.5 3.7 3.8 6.2 5.0

amaysim                                

0.9 0.7 1 0.8 1.1 1.0

Pivotel                                

1.5 0.8 0.8 1.0 1.3 1.0

All participants                                

5.5 4.8 6.2 6.4 6.2 6.4

Notes to Editors:  

  • The Telecommunications Industry Ombudsman (TIO) provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia. Our website 1800 062 058.  
  • The Communications Alliance was formed to provide a unified voice for the Australian communications industry and to lead it into the next generation of converging networks, technologies and services.  
  • Complaints in Contextis published quarterly by the Telecommunications Industry Ombudsman (TIO) and Communications Alliance. It reports on the number of new Telecommunications Industry complaints as a proportion of telecommunications services in operation (SIO). Telecommunications Industry Ombudsman    data for new complaints comprises complaints about landline, mobile and internet services from residential and small business customers. The data excludes enquiries from telecommunications consumers.  

Media enquiries to:

Telecommunications Industry Ombudsman, Sarah Carnovale – 0408 989 414 or via email.

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A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

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