“Barriers to effective dispute resolution in the telco industry” Consumer Policy Research Centre report

24th Jul 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.

Many people don't raise complaints with their telco, and for those who do, the process is lengthy and frustrating.

This research paper outlines survey findings commissioned by the TIO and undertaken by the CPRC to understand who experiences challenges with telco services in Australia and what the complaints experience is like for them.

The CPRC’s research reports:

55% of Australians encountered at least one challenge with their telco services in the last twelve months
76% of Australians faced a financial or non-financial difficulty in the past twelve months
40% of people who did not make a complaint said they didn't believe their complaint would make a difference.

With this research, the TIO hopes to better understand the barriers to effective dispute resolution and improve the telecommunications industry’s ability to address consumer issues effectively. The research will also inform improvements to the TIO’s service delivery for the community it serves.

Download the full report (PDF, 3.62MB)

The Consumer Policy Research Centre (CPRC) is an independent, not-for-profit, consumer think tank. CPRC aims to create fairer, safer and inclusive markets by undertaking research and working with leading regulators, policymakers, businesses, academics and community advocates.