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Statistics

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2016-2017 Annual Report

Six Monthly Update

Complaints in context (contextualised statistics)

Annual statistics

Issues in proportion to new complaints

New complaints by service type

Detailed statistics by year

Detailed statistics by quarter

Complaints by postcode

Six Monthly Update

July to December 2016

Complaints in context

April-June 2017

January-March 2017

October-December 2016

July-September 2016

January-March 2016

October-December 2015

July-September 2015

2014-15

April-June 2015

January-March 2015 

October-December 2014

July-September 2014

2013-14 

Annual statistics

2014-15

2013-14

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Detailed statistics by year

2014-15

2013-14

Detailed statistics by quarter

July-September 2016

January-March 2016

October-December 2015 

July-September 2015

January-March 2015 

October-December 2014 

July-September 2014

January-March 2014

October-December 2013

July-September 2013

January-March 2013

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Complaints by postcode January-March 2016

Australia-wide complaints ratio: 1.2 complaint per 1,000 people.      

Top 10 postcodes Australia-wide

Postcode

Place

New complaints

Complaints/1,000

Top issue

2263                              

Toukley                              

147                              

6.6                              

Unusable landline                              

2300                              

Newcastle                              

53                              

5.3                              

Internet connection delay                              

2282                              

Warners bay                              

72                              

5.0                              

Internet connection delay                              

2280                              

Belmont North                              

132                              

5.0                              

Internet connection delay                              

3008                              

Docklands                              

25                              

4.9                              

Disputed recurring charges                              

3754                              

Mernda                              

65                              

3.7                              

Disputed recurring charges                              

2284                              

Teralba                              

38                              

3.6                              

Unusable internet service                              

3338                              

Melton south                              

51                              

3.2                              

Landline connection delay                              

3043                              

Tullamarine                              

55                              

3.2                              

Unusable service                              

2259                              

Wyong                              

165                              

3.1                              

Internet connection delay                              

Victoria

Total new complaints: 7,214 | Complaints per 1,000: 1.3      

Postcode

Place

New complaints

Complaints/1,000

Top issue

3008                              

Docklands                              

25                              

4.9                              

Disputed recurring charges                              

3754                              

Mernda                              

65                              

3.7                              

Disputed recurring charges                              

3338                              

Melton South                              

51                              

3.2                              

Landline connection delay                              

3043                              

Tullamarine                              

55                              

3.2                              

Unusable service                              

3205                              

South Melbourne                              

27                              

2.9                              

Disputed bill                              

3000                              

Melbourne                              

56                              

2.7                              

Poor contract information                              

3042                              

Niddrie                              

34                              

2.4                              

Disputed service charges                              

3975                              

Lyndhurst                              

27                              

2.3                              

Disputed bill                              

3056                              

Brunswick                              

50                              

2.2                              

Disputed service charges                              

3810                              

Pakenham                              

77                              

2.2                              

Disputed service charges                              

South Australia

Total new complaints: 1,950 | Complaints per 1,000: 1.2      

Postcode

Place

New complaints

Complaints/1,000

Top issue

5082                              

Prospect                              

38                              

2.6                              

Internet connection delay                              

5043                              

Ascot Park                              

36                              

2.0                              

Unusable landline                              

5000                              

Adelaide                              

25                              

2.0                              

Disputed bill                              

5023                              

Seaton                              

30                              

1.9                              

Poor contract information                              

5114                              

Yattalunga                              

52                              

1.8                              

Credit not applied                              

5118                              

Gawler                              

28                              

1.6                              

Disputed bill                              

5092                              

Modbury                              

25                              

1.6                              

Disputed termination fee                              

5113                              

Elizabeth                              

29                              

1.6                              

Payment arrangements                              

5109                              

Salisbury Plain                              

29                              

1.4                              

Disputed bill                              

5112                              

Hillbank                              

25                              

1.3                              

Disputed service charges                              

New South Wales

Total new complaints: 8,886 | Complaints per 1,000: 1.3      

Postcode

Place

New complaints

Complaints/1,000

Top issue

2263                              

Toukley                              

147                              

6.6                              

Unusable landline                              

2300                              

Newcastle

53                              

5.3                              

Internet connection delay                              

2282                              

Warners Bay                              

72                              

5.0                              

Internet connection delay                              

2280                              

Valentine                              

132                              

5.0                              

Internet connection delay                              

2284                              

Teralba                              

38                              

3.6                              

Unusable internet service                              

2259                              

Wyong                              

165                              

3.1                              

Internet connection delay                              

2285                              

Macquarie Hills                              

79                              

2.8                              

Internet connection delay                              

2303                              

Hamilton                              

25                              

2.8                              

Internet connection delay                              

2291                              

The Junction                              

35                              

2.6                              

Internet connection delay                              

2150                              

Parramatta                              

54                              

2.2                              

Disputed bill                              

Australian Capital Territory

Total new complaints: 457 | Complaints per 1,000: 1.3      

Postcode

Place

New complaints

Complaints/1,000

Top issue

2914                              

Moncrieff                              

26                              

1.9                              

Disputed recurring charges                              

2602                              

Watson                              

41                              

1.4                              

Disputed recurring charges                              

2617                              

Belconnen                              

42                              

1.4                              

Unusable internet service                              

2611                              

Brindabella                              

32                              

1.4                              

Disputed recurring charges                              

2905                              

Theodore                              

36                              

1.2                              

Disputed termination fee                              

2913                              

Taylor                              

31                              

1.2                              

Internet connection delay                              

2615                              

Spence                              

45                              

1.0                              

Disputed bill                              

Queensland

Total new complaints: 5,027 | Complaints per 1,000: 1.2      

Postcode

Place

New complaints

Complaints/1,000

Top issue

4007                              

Hamilton Central                              

28                              

2.7                              

Internet connection delay                              

4670                              

Bundaberg                              

205                              

2.7                              

Internet connection delay                              

4005                              

Teneriffe                              

30                              

2.6                              

Unusable internet service                              

4006                              

Newstead                              

34                              

2.3                              

Credit not applied                              

4000                              

Brisbane                              

32                              

2.2                              

Disputed bill                              

4558                              

Sunshine Coast                              

35                              

2.1                              

Excess data charges                              

4510                              

Caboolture                              

85                              

2.0                              

Internet connection delay                              

4115                              

Parkinson                              

34                              

1.9                              

Internet connection delay                              

4503                              

Griffin                              

65                              

1.9                              

Disputed bill                              

4570                              

Gympie                              

73                              

1.9                              

Poor contract information                              

Northern Territory

Total new complaints: 200 | Complaints per 1,000: 0.9      

Postcode

Place

New complaints

Complaints/1,000

Top issue

820                              

Woolner                              

31                              

1.6                              

Internet connection delay                              

830                              

Palmerston                              

28                              

1.6                              

Disputed recurring charges                              

810                              

Coconut Grove                              

39                              

1.3                              

Disputed recurring charges                              

Tasmania

Total new complaints: 496 | Complaints per 1,000: 1      

Postcode

Place

New complaints

Complaints/1,000

Top issue

7000                              

Hobart                              

29                              

2.2                              

Internet connection delay                              

7250                              

Launceston                              

45                              

1.0                              

Landline connection delay                              

Western Australia

Total new complaints: 2,192 | Complaints per 1,000: 1      

Postcode

Place

New complaints

Complaints/1,000

Top issue

6031                              

Carramar                              

29                              

2.6                              

Disputed bill                              

6171                              

Baldivis                              

32                              

2.0                              

Poor contract information                              

6151                              

Hope Valley                              

26                              

1.6                              

Disputed recurring charges                              

6069                              

Upper Swan                              

34                              

1.3                              

Unusable internet service                              

6153                              

Mount Pleasant                              

25                              

1.3                              

Disputed bill                              

6107                              

Cannnington                              

48                              

1.3                              

Poor contract information                              

6019                              

Wembley Downs                              

26                              

1.3                              

Disputed recurring charges                              

6210                              

Mandurah                              

78                              

1.3                              

Slow data speeds                              

6112                              

Armadale                              

50                              

1.2                              

Unusable internet service                              

6061                              

Westminster                              

41                              

1.2                              

Landline connection delay

Customer service

Case Study - Customer Service

A man contacted us because he had made a payment twice by mistake. Each time he called the service provider he had to explain his situation again as if it was the first time.

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