Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Quarter 2 2024-25 Complaints Data
20th Feb 2025
Overview
Quarter 2 data released today by the Telecommunications Industry Ombudsman (TIO) reveals a surge in complaints between October and December 2024.
Report highlights
Residential consumers and small businesses made 15,297 complaints, a 13 per cent increase compared to the previous quarter and a 5.6 per cent increase compared to the same period last year.
Among the top 10 issues raised by consumers, nine issues registered increases in complaints compared to the previous quarter. The largest increase was noted for no phone or internet service which increased by 44.1 per cent.
The majority of 3G shutdown complaints received by the TIO were about problems with reliability of mobile services.
Complaints from small businesses increased 12.8 per cent during the reporting period ending four consecutive quarters of decline.
Complaints coming back unresolved by providers continued to climb, up 14.7 per cent from the previous quarter.
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