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Impact of COVID-19 on phone and internet complaints

Since the start of the COVID-19 pandemic in March 2020, Australian residential consumers and small businesses have relied on phone and internet services more than ever.

During this time, we have worked with residential consumers, small businesses, and providers to resolve individual complaints as quickly as possible. We have also closely monitored the impact of the pandemic on phone and internet complaints.

We have seen telecommunications providers respond to a surge in customer demand and customer contacts – while managing the impacts on their own businesses from government restrictions and lockdowns.

This report explores key themes in complaints that emerged between March and June 2020. It highlights our work with telecommunications providers to address pandemic related issues. We also offer tips to consumers who may be experiencing some of these issues, building on the consumer tip sheet, COVID-19 Phone and internet tips we published earlier in the year.