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Statistics

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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

Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

Next step?