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quarterly report

Quarter 1 Complaints Report (FY2020)

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 Telecommunications Industry Ombudsman’s Quarter One 2020 Complaints report published today (29 October 2019).

Ombudsman Judi Jones said, “I’m pleased to deliver the transition to quarterly reporting of phone and internet complaints. This regular reporting cycle will present a timely data snapshot and a deeper granularity on the issues impacting telecommunications consumers.

“This quarter’s result shows a slight increase of 6.3 per cent against the same period in 2018. It’s too early to tell if this signals an upward trend of complaints, but we will be monitoring this closely, along with the telecommunications industry, government and regulators.

“Consumers are telling us problems with their bill and the customer service they are receiving continue to be problematic. Delays with getting connected and no working phone or internet service were also recorded as key issues. Additionally, the problems we’re seeing with debt management relating to mobile phone services is concerning.

Ms Jones continued: “Our quarterly reporting of phone and internet complaints is one part of the story. Together with Communications Alliance’s Complaints in Context report, and the Australian Communications and Media Authority’s Telecommunication Complaints Handling report, there is a more complete picture of the consumer telco experience, and where it can be improved.”



For all media enquiries please contact Sarah Carnovale on 0437 548 540 or

About the Telecommunications Industry Ombudsman

The Telecommunications Industry Ombudsman provides a free and independent dispute resolution service for consumers and small businesses who have an unresolved complaint about their phone or internet service. Consumers and small businesses should contact or 1800 062 058.

The Telecommunications Industry Sector

The Telecommunications industry regulators are the Australian Communications and Media Authority (ACMA) Media enquiries to 02 9334 7719, 0434 652 063 or and the Australian Competition and Consumer Commission (ACCC) Media enquiries to 1300 138 917,

Government and the regulators set policy and regulations for the telecommunications sector.

Communications Alliance is the peak body for Australian communications industry Media enquiries to Sefiani Communications, ( 61 431 478 558.

The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services. Media enquiries to 0409 966 931 or 02 9288 4000.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community. We pay our respects to Elders past, present and emerging, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.