Quarter 1 Complaints Data

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Key data summary

Complaints decreased by 10.6 percent compared to the previous quarter, and 20.4 percent compared to the same time last year. Complaints across all service types were down compared to the previous quarter. Internet complaints did not decrease at the same rate as other service types, decreasing only by 6 percent. All issues in the top ten except inadequate fault testing decreased compared to the previous quarter. 

Complaints data

Telstra made up a proportion of 41.1 percent of all complaints, similar to the previous quarter. The proportion of complaints about Optus decreased from 27.3 percent to 24.9 percent compared to the previous quarter. Increases in complaints were recorded against Tangerine Telecom, Southern Phone and Uniti Retail.  

Demographics data

The top three phone and internet problems faced by First Nations consumers and people who speak a language other than English are reflected in the national complaints picture – problems with customer service, problems with a bill and providers not doing what they say will do.

Complaints by location data

Nationally, the top five LGAs with the highest complaints were Brisbane (437), Gold Coast (263), Wyndham (226), Moreton Bay (208) and Central Coast (176). 

By clicking on a specific state, you can delve deeper into the insights and gain a better understanding of the complaints originating from that area. Not sure where your LGA is? Find out here WA, SA, TAS, QLD, VIC, NT, NSW.

Unresolved cases data

Unresolved complaints are complaints or enquiry-referrals that the consumer tells us were not resolved after TIO referred them to the telco. Complaints that come back to the TIO as unresolved have increased 19.3 percent compared to the previous quarter. Telstra (41.6%), Optus (24.0%), Vodafone (7.4%) and Uniti Retail (3.1%) were the providers with the most unresolved complaints. 

Escalated cases data

Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated since they are resolved before assigned to a case officer. Complaints that are escalated to dispute resolution have decreased 9.1 percent compared to the previous quarter, but increased by 6.2 percent compared to the same time last year. 

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $484,884 and $205,209 returned to small businesses. Of the complaints that proceeded to dispute resolution, 56 percent of cases were closed within 60 days.