Stay informed with the latest data, reports and policy submissions on telecommunications issues in Australia. Explore emerging trends, key issues and insights into the outcomes we're helping deliver.
An open and accessible visual comparative data dashboard about phone and internet complaints in Australia
9 July 2026
The TIO made a submission to the Treasury's consultation on unfair trading practices protections for small businesses.
29 June 2026
The TIO made a submission to the Triple Zero Legislative and Regulatory Review.
22 June 2026
Someone To Turn To, a Consumer Policy Research Centre (CPRC) report commissioned by the Telecommunications Industry Ombudsman (TIO), examines the Australian community’s experiences with digital service problems and challenges resolving online complaints.
11 June 2026
Quarter 3 data released today by the Telecommunications Industry Ombudsman (TIO) shows more people seeking financial loss compensation and more people seeking financial hardship support. Mobile problems also continue to climb.
9 June 2026
The TIO made a submission to the ACMA's consultation on extending the Customer Service Guarantee instruments.
27 May 2026
The TIO made a submission to the Economics Legislation Committee on the Consumer Amendment (Unfair Trading Practices) Bill 2026.
22 May 2026
The TIO made a submission to the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts on extending rules relating to Universal Service Obligation (USO) voice services.
2 Apr 2026
The TIO made a submission to the Senate Environment and Communications Legislation Committee on the Telecommunications Legislation Amendment (Universal Outdoor Mobile Obligation) Bill 2025.
27 Mar 2026
The TIO made a submission to the Senate Select Committee on Productivity in Australia.
26 Mar 2026
The TIO made a submission to the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts on extending the Customer Service Guarantee instruments.
19 Mar 2026
The TIO made a submission to the ACMA on its compliance and enforcement priorities for 2026-27.
16 Mar 2026
The TIO made a submission to Treasury’s review of the amended unfair contract terms protections.
27 Feb 2026
The TIO made a submission to the ACMA on its proposal to make a mobile coverage mapping standard.
23 Feb 2026
The TIO made a submission to Treasury on unfair trading practices exposure draft legislation.
18 Feb 2026
The TIO made a submission to the ACMA on the proposed public register of telecommunications outages.
18 Feb 2026
Quarter 2 data released today by the Telecommunications Industry Ombudsman (TIO) shows more people reporting unreliable mobile and internet services and seeking compensation.
4 Dec 2025
Complaint insights released by the Telecommunications Industry Ombudsman (TIO) reveal people are struggling to resolve problems with digital platforms.
13 Nov 2025
Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) shows complaint numbers are steady, but more people made compensation claims.
15 Oct 2025
We received a total of 57,592 complaints from consumers in the 2023-24 financial year. Residential consumers made 89 per cent of these complaints and 11 per cent were made by small businesses.
15 Oct 2025
Complaints about mobile services increased to 25,739 complaints, a 4.4 per cent increase from 2023-24. Complaints about mobile services account for nearly half of all complaints.
7 Aug 2025
The Telecommunications Industry Ombudsman (TIO) released the report Keeping connected – Experiences of telco consumers in financial hardship. Drawing on more than 900 complaints, the report found telcos do not always provide consistent support to consumers experiencing financial hardship.
15 May 2025
Quarter 3 data released today by the Telecommunications Industry Ombudsman (TIO) shows complaint numbers are steady, but financial hardship and small business complaints have increased.
11 Apr 2025
The Telecommunications Industry Ombudsman (TIO) released a submission to the ACMA's consultation on proposed domestic, family and sexual violence rules. The submission focuses on strengthening protections and support for telco consumers experiencing domestic, family and sexual violence.
28 Feb 2025
The Telecommunications Industry Ombudsman (TIO) made a submission to Stage 3 of the Review of the Telecommunications Consumer Protections (TCP) Code. As part of the review, Communications Alliance has sought feedback from stakeholders on a draft version of the Code.
20 Feb 2025
Quarter 2 data released today by the Telecommunications Industry Ombudsman (TIO) reveals a surge in complaints between October and December 2024.
13 Nov 2024
Quarter 1 data released today by the Telecommunications Industry Ombudsman (TIO) has revealed that a third of complaints made by telco consumers to the TIO came back unresolved (from their telco) between July and September of 2024.
8 Oct 2024
The Telecommunications Industry Ombudsman (TIO) released a submission on Treasury's Scams Prevention Framework exposure draft legislation. The submission highlights concerns about dispute resolution, reimbursement pathways and ensuring consumers can easily access support when affected by scams.
2 Oct 2024
The Telecommunications Industry Ombudsman received a total of 56,718 complaints from consumers in the 2023-24 financial year, of which 88.3 per cent were made by residential consumers, and 11.7 per cent were made by small businesses.
2 Oct 2024
The TIO received 56,718 complaints in 2023–24, a 14.6% decrease from the previous year. While complaint volumes continued to decline, issues such as delayed provider action, service fees and service reliability remained key concerns for consumers.
21 Aug 2024
The Telecommunications Industry Ombudsman (TIO) released a submission to the 2024 Regional Telecommunications Review. The submission highlights consumer concerns and complaint trends relating to service reliability, coverage and connectivity in regional, rural and remote Australia.
24 July 2024
The Consumer Policy Research Centre’s (CPRC) report, commissioned by the Telecommunications Industry Ombudsman (TIO), shows there is a significant loss of trust across Australia in the ability of telcos to fix phone and internet problems when they occur.
8 May 2024
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.
8 Feb 2024
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.
15 Nov 2023
Complaints from phone and internet consumers decreased 16.5 per cent in the last financial year ending 30 June 2023. In this period, consumers and small business made 66,388 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2022—23.
11 Oct 2023
Complaints from phone and internet consumers decreased 16.5 per cent in the last financial year ending 30 June 2023. In this period, consumers and small business made 66,388 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2022—23.
22 June 2023
The Telecommunications Industry Ombudsman (TIO) released a review of three years of systemic investigations, identifying recurring issues affecting consumers and recommending stronger consumer protections, improved regulation and a registration scheme for telco providers.
16 June 2023
The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's 2024 review of the Telecommunications Consumer Protections Code. The submission highlights opportunities to strengthen consumer protections and improve outcomes for telecommunications consumers.
10 May 2023
Between January and March 2023, the TIO received 17,777 complaints about phone and internet services. Complaint levels remained steady compared to the previous quarter and were almost 19% lower than a year earlier, although internet service complaints and NBN-related issues increased.
27 Apr 2023
The Telecommunications Industry Ombudsman (TIO) released a thematic review of financial hardship complaints received between 2021 and 2023. The review highlights complaint trends, the impact of rising living costs and the challenges consumers face when paying for essential telco services.
29 Mar 2023
The Telecommunications Industry Ombudsman (TIO) released a submission to the Digital Platform Services Inquiry. The submission outlines the TIO's proposal to take on the role of Digital Platforms Ombudsman and strengthen complaint resolution for digital platform users.
1 Feb 2023
Between October and December 2022, the TIO received 17,903 complaints about phone and internet services. Complaints increased by 9.9%, driven largely by the Optus data breach, with mobile services accounting for more than half of all complaints.
24 Nov 2022
Between July and September 2022, the TIO received 16,310 complaints about phone and internet services. Complaints decreased by 8.6% from the previous quarter, with mobile services remaining the most complained about category while internet, landline and multiple-service complaints declined.
21 Sept 2022
The TIO's 2021–22 Annual Report highlights a significant decline in phone and internet complaints, with the lowest complaint volume in more than three years. It explores emerging consumer issues, complaint trends and the TIO's ongoing role in supporting fair outcomes.
21 Sept 2022
Between April and June 2022, the TIO received 17,840 complaints about phone and internet services. Complaint volumes fell by 18.6% from the previous quarter, with decreases across all service types and fewer fault and connection-related issues reported.
20 July 2022
Mobile services have become the dominant complaint type received by the TIO. The findings highlight the key issues driving consumer complaints, including service reliability, sales practices, customer support and payment arrangements.
25 May 2022
Between January and March 2022, the TIO received 22,203 complaints about phone and internet services. Complaint volumes increased by 21% from the previous quarter, ending a two-year trend of declining complaints, with increases recorded across all service types.
9 Feb 2022
Between October and December 2021, the TIO received 18,386 complaints about phone and internet services. Complaint volumes fell significantly across all service types, with mobile services becoming the most complained about category despite an overall decline in complaints.
24 Nov 2021
Phone and internet account fraud can leave consumers facing financial loss, stolen personal information and service disruptions. This report highlights key risks, emerging fraud tactics and opportunities to strengthen account security.
4 Nov 2021
Residential consumers and small businesses made 21,489 complaints about phone and internet services, a decrease of over 11 per cent compared to the previous quarter. The seasonal comparison shows a 37 per cent decrease, a welcome decline after a significant increase in the same quarter last year.
20 Oct 2021
The Telecommunications Industry Ombudsman (TIO) released a submission to the 2021 Regional Telecommunications Review. The submission highlights complaint trends and consumer concerns in regional, rural and remote Australia, including service reliability, coverage and connectivity.
22 Sept 2021
The TIO's 2020–21 Annual Report highlights a third consecutive year of declining phone and internet complaints, while identifying ongoing challenges for small businesses and consumers navigating increasingly complex telecommunications issues.
20 Sept 2021
The Telecommunications Industry Ombudsman (TIO) released a submission on the Existing Customer Authentication Industry Code. The submission focuses on improving customer authentication and protecting consumers from unauthorised account access and fraud.
17 Sept 2021
In April to June 2021, the TIO received 24,195 complaints about phone and internet services. Complaint volumes fell by 20.2% from the previous quarter, the lowest level in five quarters, while issues related to provider responsiveness and service performance remained common.
1 Sept 2021
This report examines how telcos respond to consumers experiencing financial hardship. It highlights barriers to accessing support, inconsistencies in applying hardship policies, and recommendations to improve assistance, payment arrangements and consumer outcomes.
20 Aug 2021
The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's review of the Local Number Portability Code. The submission focuses on improving number transfer processes and consumer outcomes when changing telecommunications providers.
2 June 2021
Between January and March 2021, residential consumers and small businesses made 30,393 complaints about phone and internet services. This is a decrease of 0.3 per cent compared to the previous quarter, and 6.1 per cent compared to the same quarter last year.
17 May 2021
This report examines telco sales practices that can lead consumers to sign up for phone and internet products they do not understand or need. It highlights issues with sales information, online content and responsible selling, and outlines improvements made by providers.
1 Apr 2021
The Telecommunications Industry Ombudsman (TIO) released a submission on proposed amendments to the telecommunications carrier powers and immunities framework. The submission highlights opportunities to strengthen landowner protections and improve telecommunications infrastructure processes.
2 Feb 2021
Between October and December 2020, the TIO received 30,564 complaints about phone and internet services. While complaints decreased from the previous quarter, volumes remained higher than the same period a year earlier, reflecting ongoing impacts of the pandemic on consumers and small businesses.
9 Dec 2020
Difficulties recognising consumers impacted by family violence, and a better understanding of what a consumer needs to feel safe are some of the challenges facing telcos when resolving phone and internet problems.
20 Nov 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC's Digital Platform Services Inquiry interim report on app marketplaces. The submission focuses on consumer protections, complaints handling and dispute resolution in digital platform and app marketplace services.
30 Oct 2020
The Telecommunications Industry Ombudsman (TIO) released a submission on improving the telecommunications powers and immunities framework. The submission highlights opportunities to strengthen landowner protections, transparency and telecommunications infrastructure processes.
28 Oct 2020
Between July and September 2020, the TIO received 34,476 complaints about phone and internet services. Complaint volumes increased for the third consecutive quarter, with small business complaints rising sharply and provider responsiveness remaining a key concern.
9 Oct 2020
The Telecommunications Industry Ombudsman (TIO) released opening remarks to the inquiry into the business case for the NBN and the experiences of small businesses. The remarks draw on complaint data and insights into issues affecting NBN services and consumers.
30 Sept 2020
The Telecommunications Industry Ombudsman (TIO) released a supplementary submission to the inquiry into the business case for the NBN and the experiences of small businesses. The submission highlights complaint trends and issues affecting NBN services and connectivity.
30 Sept 2020
Complaints about phone and internet services decreased 4 per cent in the last financial year ending 30 June 2020. In this period, residential consumers and small businesses made 127,151 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2019-20 published today.
30 Sept 2020
The TIO's Q4 FY2020 report highlights the impact of COVID-19 on phone and internet services. Complaints increased from the previous quarter, with provider responsiveness, service delays and access to support emerging as key consumer concerns.
29 July 2020
This report examines how COVID-19 changed the way Australians relied on phone and internet services. It highlights key complaint trends, the challenges faced by consumers and small businesses, and the telecommunications industry's response during the early months of the pandemic.
19 June 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the Department's consultation on design options for Round 5A of the Mobile Black Spot Program. The submission highlights opportunities to improve mobile coverage and connectivity for regional, rural and remote communities.
3 June 2020
This report examines the key causes of small business complaints about phone and internet services. It identifies common issues, including unsuitable products, connection delays, fault management challenges and financial impacts, and provides recommendations to improve outcomes.
20 May 2020
Between January and March 2020, the TIO received 32,441 complaints about phone and internet services. Complaint volumes increased from the previous quarter, with service outages, internet issues and provider responsiveness among the key concerns.
8 May 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's draft industry code on reducing scam calls. The submission focuses on consumer protections and industry measures to help reduce scam activity and its impact on consumers.
13 Mar 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the review of the 2015 Telecommunications in New Developments Policy. The submission highlights issues affecting telecommunications connections in new developments and opportunities to improve consumer outcomes.
13 Mar 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the Regional Connectivity Program draft grant opportunity guidelines. The submission highlights opportunities to improve connectivity and access to reliable telecommunications services in regional, rural and remote communities.
28 Feb 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the Department of Communications and the Arts' consultation on a new Digital Technology Hub. The submission focuses on helping consumers access information and support in an increasingly digital environment.
17 Feb 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the consultation on Alternative Voice Services Trials. The submission highlights the importance of reliable voice services, particularly for rural and remote consumers who may have limited communication options.
12 Feb 2020
Residential consumers and small businesses made 28,746 complaints to the Telecommunications Industry Ombudsman in the last quarter of 2019 (1 October to 31 December 2019). The Quarter 2 Complaints snapshot released today (Wednesday 12 February 2020) shows complaints about phone and internet service…
24 Jan 2020
The Telecommunications Industry Ombudsman (TIO) released a submission to the Inquiry into the business case for the NBN and the experiences of small businesses. The submission highlights complaint trends, service reliability and opportunities to improve outcomes for NBN users.
19 Dec 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the Victorian Parliament's Inquiry into Anti-Vilification Protections. The submission reflects the TIO's experience assisting consumers in an increasingly digital communications environment.
9 Dec 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the ACMA's consultation on artificial intelligence in communications and media. The submission explores the opportunities and challenges of AI, including consumer safeguards, complaints handling and access to support.
20 Nov 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the OAIC's consultation on the draft Consumer Data Right Privacy Safeguard Guidelines. The submission focuses on privacy protections and supporting the effective handling of Consumer Data Right issues and complaints.
1 Nov 2019
The Telecommunications Industry Ombudsman (TIO) provided feedback on the ACCC's Digital Platforms Inquiry, focusing on proposals to establish an ombudsman scheme for digital platforms and strengthen options for consumers seeking dispute resolution.
28 Oct 2019
Residential consumers and small businesses made 32,801 complaints in the first quarter of 2020 (1 July 2019 and 30 September 2019). In this period complaints about phone and internet services increased 6.3 per cent compared to the same period in 2018. This data was highlighted in the Telecommunicat…
4 Oct 2019
The Telecommunications Industry Ombudsman (TIO) released a submission in response to the ACCC's Digital Platforms Inquiry. The submission focuses on proposals for an ombudsman scheme for digital platforms and improving pathways for resolving consumer complaints and disputes.
25 Sept 2019
The TIO's 2018–19 Annual Report highlights a significant decline in phone and internet complaints, while identifying growing complexity in unresolved technical and small business issues. It explores complaint trends, consumer outcomes and industry developments.
9 Sept 2019
The Telecommunications Industry Ombudsman (TIO) provided feedback on proposed changes to international mobile roaming regulations. The submission focuses on helping consumers better understand roaming charges, usage notifications and protections when using services overseas.
1 Aug 2019
This report examines concerns about telemarketers pressuring consumers to sign up to NBN services. It highlights findings from a TIO investigation and outlines recommendations to improve sales practices, strengthen consumer protections and support informed decision-making.
28 June 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC consultation on the Consumer Data Right draft banking rules. The submission focuses on complaints handling, consumer protections and ensuring consumers can easily access support when issues arise.
1 May 2019
The Telecommunications Industry Ombudsman regularly makes submissions to legislative inquiries, policy development and other regulatory reform processes.
11 Apr 2019
Australian residential consumers and small businesses made 60,998 complaints to the Telecommunications Industry Ombudsman in the last six months of 2018 (1 July 2018 to 31 December 2018). In this period, complaints about landline, mobile and internet services, decreased by 27.7 per cent compared to…
1 Mar 2019
The Telecommunications Industry Ombudsman (TIO) provided feedback on the Treasury Laws Amendment (Consumer Data Right) Bill 2019. The submission highlights privacy protections, complaints handling arrangements and the need for a consumer-focused approach to managing Consumer Data Right issues.
1 Mar 2019
The Telecommunications Industry Ombudsman regularly makes submissions to legislative inquiries, policy development and other regulatory reform processes.
1 Mar 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to Communications Alliance's review of the NBN Access Transfer Code. The submission focuses on consumer protections during service transfers and the role of transfer safeguards in reducing service disruption and complaints.
28 Feb 2019
This report examines how telecommunications sales practices can contribute to consumer debt and financial hardship. It highlights common practices that may lead to financial over-commitment and recommends measures to support more responsible sales and credit assessment processes.
26 Feb 2019
This report examines the loss of telephone numbers during migration to the NBN and the impact on consumers and small businesses. It highlights the causes of number loss and recommends measures to reduce risks and improve customer outcomes during the migration process.
26 Feb 2019
This report explores how fraudsters steal mobile numbers through SIM swap scams and unauthorised transfers. It examines the impact on consumers and highlights efforts to strengthen identity verification and improve protections across the telecommunications industry.
1 Feb 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the ACCC's Digital Platforms Inquiry Preliminary Report. The submission focuses on user safeguards, complaints handling arrangements and avoiding regulatory overlap with the telecommunications sector.
1 Jan 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to the Department of Communications and the Arts' Consumer Safeguards Review – Part B. The submission focuses on consumer protections, complaints handling and improving outcomes for telco consumers.
1 Jan 2019
The Telecommunications Industry Ombudsman (TIO) released a submission to Treasury’s consultation on the Privacy Impact Assessment for the Consumer Data Right. The submission focuses on privacy protections, complaints handling and ensuring consumers can access support through a clear process.
1 Dec 2018
The Telecommunications Industry Ombudsman regularly makes submissions to legislative inquiries, policy development and other regulatory reform processes.
17 Oct 2018
The TIO's 2017–18 Annual Report highlights signs of improvement in complaint trends, with complaint volumes decreasing in the final quarter of the year. It explores industry developments, consumer issues and the TIO's ongoing role in resolving phone and internet disputes.
17 Apr 2018
Australian residential consumers and small businesses made 84,914 complaints to the Telecommunications Industry Ombudsman in the last six months of 2017 (1 July 2017 to 31 December 2017). In this period, complaints about landline, mobile and internet services, increased by 28.7 per cent compared to…
9 Mar 2018
New research undertaken by the Telecommunications Industry Ombudsman and Community Legal Centres Queensland shows that almost half of community legal workers in that state are seeing clients burdened by phone and internet issues every week.
30 Nov 2017
Explore our past submissions
19 Oct 2017
The "Understanding Financial Difficulty in Western Australia" report is presented in partnership with the Financial Counsellors Association of Western Australia and the Telecommunications Industry Ombudsman.
18 Oct 2017
The TIO's 2016–17 Annual Report highlights a significant increase in complaints about landline, mobile and internet services, reflecting growing consumer reliance on telecommunications and the challenges of an evolving digital landscape.
1 Oct 2017
The TIO's 2015–16 Annual Report highlights a year of organisational change, strategic renewal and continued support for consumers and small businesses navigating an evolving telecommunications landscape.
1 Apr 2016
The TIO's 2014–15 Annual Report highlights organisational performance, complaint trends and ongoing efforts to improve outcomes for telecommunications consumers while supporting a fair and effective dispute resolution framework.
1 Apr 2015
The TIO's 2013–14 Annual Report highlights its 20 years of dispute resolution, organisational performance and ongoing efforts to improve outcomes for telecommunications consumers and small businesses.
1 Apr 2014
The TIO's 2012–13 Annual Report highlights organisational performance, complaint trends and key initiatives undertaken to support consumers and small businesses while strengthening dispute resolution services.
1 Apr 2013
The TIO's 2011–12 Annual Report highlights complaint trends, consumer and industry engagement, and the organisation's efforts to prepare for the future while continuing to deliver independent dispute resolution services.
1 Apr 2012
The TIO's 2010–11 Annual Report highlights the organisation's performance, complaint trends and ongoing efforts to provide fair, independent dispute resolution for telecommunications consumers and small businesses.
1 Apr 2010
The TIO's 2009–10 Annual Report highlights improvements in telecommunications complaint trends, organisational performance and the ongoing work undertaken to help consumers and small businesses resolve disputes with their service providers.
1 Apr 2010
The TIO's 2008–09 Annual Report highlights organisational performance, complaint trends and strategic achievements, demonstrating the organisation's ongoing commitment to accessible, effective dispute resolution and continuous improvement.
1 Apr 2009
A year of unprecedented demand for the TIO, with record complaint volumes providing valuable insights into consumer issues, industry performance and opportunities for improvement.
1 Apr 2008
The TIO's 2006–07 Annual Report highlights a significant increase in complaint volumes, particularly for internet services, and outlines the organisation's work to help consumers resolve telecommunications disputes fairly and independently.
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