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Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Annual Report 2023
11th Oct 2023
Overview
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.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button 
on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon 
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Message from the Ombudsman
"With the new financial year, the TIO will be focussed on ensuring a fit-for-purpose regulatory regime that reflects consumer expectations of the telco market. We will be bringing in a refreshed TIO Strategy 2024-26, that pursues a fair and accessible communications market for Australia.
And we will focus on being attuned to changes in the communications market, how people are using different ways to communicate, and ensuring there are adequate consumer protections in the digital platforms space."
Consumers and small businesses made 66,388 complaints about phone and internet services, a decrease of 16.5%.
Problems with mobile services accounted for 48% of complaints, the highest proportion in six years.
1,634 complaints were about financial hardship, an increase of 1.2%.
Our case studies
This report contains a series of case studies from the past year. You can find more information about each case study on the pages listed below.
Complaint issues and keywords
Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. A single complaint can have more than one issue.
Help with data navigation
To view more data in detail or to view specific data, click on the 'Select Filters' button on the top right corner of the dashboard. Click on the drop-down selection to select your desired data fields. Once you're done, click on the 'Clear Selected Filters' to remove all selected filters.
To open a report visual in focus mode, hover over the visual and select the Focus mode icon .
Questions?
For more information, email mediaenquiries@tio.com.au