Annual Report 2021-22

FY2021-22 complaints summary

Overall

79,534 complaints were received in the last financial year, a decrease of 33.4 per cent. This was the lowest volume of complaints received by the TIO in over three years and the largest percentage reduction in 10 years. 

• 68,546 complaints were from residential consumers, a volume decrease of 31.3 per cent compared to the previous year 
• Most complaints received from residential consumers were about their internet and mobile phone services 
• All issues decreased in volume, except for poor mobile coverage. Problems with a bill and poor customer service recorded the largest volume of complaints. 

Complaints from small businesses

• 10,988 complaints were from small businesses, a 44.2 per cent decrease compared to the previous year 
• Small business complaints made up a proportion of 13.8 per cent of all complaints 
• All top ten complaint issues for small businesses decreased, some by over 50 per cent. 

Complaints about internet, mobile, multiple and landline services

• 31,556 complaints were about mobile services, compared to 26,989 complaints about internet services. 
• Landline complaints decreased by 47.8 per cent compared to the previous year. There were 6,814 complaints about landline services. 
• There were 13,673 complaints about multiple services, a 48.7 per cent decline compared to the previous year. 
• There were 502 complaints about property. 

Complaint issues in phone and internet services

• All issues decreased in volume, except for poor mobile coverage. Complaints about poor mobile coverage increased 6.1 per cent in overall complaints
• Poor customer service and problems with a bill were the most common problems reported by consumers.
• The number of complaints about connection delays, failing to cancel a service, and billing issues dropped in volume by over 40 per cent compared to last year. 
• Complaints about a telco being uncontactable has decreased significantly, and is no longer in the top ten issues. 
• Mobile complaints about having a partially restricted mobile service increased 12.4 per cent, and mobile complaints about service drop outs have increased 9.9 per cent 

Fault and connection complaints about services delivered over the NBN and other networks

• Complaints involving fault and connection issues continue to make up almost half of our complaints, at 49.6 per cent. This was slightly higher compared to last year’s 47.1 per cent 
• Fault and connection complaints reduced in volume across all service types except mobile services. Mobile complaints that had a fault or connection issue increased by 2.4 per cent. 
• The main driver of the increase in faults and connection complaints about mobile services was the increase in complaints about poor mobile coverage. 
• The proportion of fault and connection complaints about internet, landline and multiple services delivered over the NBN decreased from 62.7 per cent to 55.9 per cent. 

Complaints about service providers

• There were 41,741 complaints about Telstra, a decrease of 43.7 per cent. Complaints about Southern Phone also dropped 47 per cent. 
• Complaints increased for Aussie Broadband, Dodo and Medion (offering products and services under the brand "ALDImobile"). 

Complaints by state

• The number of complaints in each state and territory decreased compared to financial year 2020-21. 
• Problems with poor mobile coverage appeared in the top ten issues in all states and territories except for the Australian Capital Territory. 
• Problems about poor mobile coverage was the only issue to increase in some states and territories. All other issues decreased.