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quarterly report quarter 4 financial year 2020

Q4 complaints reflect pandemic's impact on phone and internet

Summary
Today our Quarter 4 report is released alongside our Annual Report. This completes the quarterly reports for the financial year.

In Quarter 4, the pandemic highlighted the reliance of Australians on phone and internet services. Complaints about phone and internet services increased 3 per cent from the previous quarter but decreased 1.7 per cent when compared to the same quarter last year. Complaints about providers being uncontactable became the fifth most complained about problem, increasing from number 29 in Quarter 3.

More information about the impacts of the pandemic is available in the Annual Report 2019-20.

You can also read our systemic investigation “Impact of COVID-19 on phone and internet complaints”.