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Complaints by state October-December 2014

16 March 2015

Victoria was the state with the most complaints in proportion to its population, with 1.4 per 1,000 residents.

It was followed by South Australia and ACT, each with 1.3 complaints per 1,000 people, and New South Wales with 1.2 per 1,000 residents. The national average was 1.2 complaints per 1,000 people.

Consumers who make a complaint to the TIO usually have a concern about customer service or complaint handling. However these issues are secondary to the main problem that they could not resolve with their provider.

The recurring core issues per state in October-December 2014 were:

  • poor contract information
  • excess data charges, and
  • disputed bills.

Top 10 postcodes Australia-wide

Postcode/place New complaints Complaints/1,000 Top issue
3057 – Brunswick 33 3.9 Poor contract information
3000 – Melbourne 75 3.6 Poor contract information
3754 – Doreen 63 3.5 Excess data charges
2914 – Amaroo 43 3.1 Connection delay (mobile or internet)
5169 – Seaford 42 3.0 Connection delay (mobile or internet)
2000 – Sydney 66 2.9 Poor contract information
3752 – South Morang 60 2.9 Poor contract information
6000 – Perth 26 2.8 Poor contract information
3024 – Wyndham Vale 50 2.8 Poor contract information
5000 – Adelaide 35 2.8 Excess data charges

Victoria

Total new complaints: 7,574 | Complaints per 1,000: 1.4


Postcode/place
New complaints Complaints/1,000 Top issue
3057 – Brunswick 33 3.9 Poor contract information
3000 – Melbourne 75 3.6 Poor contract information
3754 – Doreen 63 3.5 Excess data charges
3752– South Morang 60 2.9 Poor contract information
3024– Wyndham Vale 50 2.8 Poor contract information

South Australia

Total new complaints 1,990 | Complaint per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
5169 – Seaford 42 3.0 Connection delay (mobile or internet)
5000 – Adelaide 35 2.8 Excess data charges
5082 – Prospect 28 1.9 Poor contract information
5114 – Smithfield 52 1.8 Excess data charges
5092 - Modbury 28 1.8 Poor contract information

Australian Capital Territory

Total new complaints: 463 | Complaints per 1,000: 1.3


Postcode/place
New complaints Complaints/1,000 Top issue
2914 – Amaroo 43 3.1 Connection delay (mobile or internet)
2913 – Casey 43 1.7 Connection delay (mobile or internet)
2602 – Dickson 36 1.3 Disputed service charges
2617 – Belconnen 37 1.2 Poor contract information
2615 - Melba 53 1.2 Excess data charges

New South Wales

Total new complaints: 8,404 | Complaints per 1,000: 1.2


Postcode/place
New complaints Complaints/1,000 Top issue
2000 – Sydney 66 2.9 Poor contract information
2150 – Parramatta 60 2.4 Poor contract information
2138 – Liberty Grove 31 2.3 Poor contract information
2190 - Greenacre 56 2.3 Excess data charges
2017 - Waterloo 32 2.2 Disputed bill

Queensland

Total new complaints: 4,529 | Complaints per 1,000: 1


Postcode/place
New complaints Complaints/1,000 Top issue
4005 – New Farm 28 2.5 Excess data charges
4509 – North Lakes 35 1.8 Poor contract information
4012 – Nundah 35 1.8 Disputed bill
4217 – Bundall 62 1.8 Poor contract information
4101 – West End 33 1.7 Disputed service charges

Western Australia

Total new complaints: 2,125 | Complaints per 1,000: 1


Postcode/place
New complaints Complaints/1,000 Top issue
6000 -Perth 26 2.8 Poor contract information
6101 – Carlisle 29 1.9 Disputed bill
6112 – Kelmscott 66 1.6 Disputed bill
6151 – South Perth 26 1.6 Fully unusable internet service
6069 – Ellenbrook 39 1.5 Fully unusable internet service

Tasmania

Total new complaints: 470 | Complaints per 1,000: 1


Postcode/place
New complaints Complaints/1,000 Top issue
7250 – Launceston 26 0.6 Disputed bill

Northern Territory

Total new complaints: 161 | Complaints per 1,000: 0.8


Postcode/place
New complaints Complaints/1,000 Top issue
0812 - Anula 27 1.4 Connection delay (mobile or internet)
0810 – Coconut Grove 38 1.3 Coverage

Recent Posts:

Phone and Internet Bundle

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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.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614