Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Quarter 2 2025-26 Complaints Data
18th Feb 2026
Overview
Quarter 2 data released today by the Telecommunications Industry Ombudsman (TIO) shows more people reporting unreliable mobile and internet services and seeking compensation.
Report highlights
The Australian community made 14,017 complaints, an increase of 3.6 per cent in complaints since last quarter. Residential consumers made 89.8 per cent of these complaints and 10.2 per cent came from small businesses.
Among the top 10 issues raised by consumers, six issues since last quarter. The largest increase was noted for no phone or internet service, up by 41.6 per cent, followed by intermittent service or dropouts, up by 21.6 per cent.
Complaints involving non-financial loss compensation* claims increased by 13.9 per cent.
Complaints involving financial hardship or repayment arrangement issues decreased, down 35.7 per cent since last quarter.
*Excludes non-financial loss compensation related to privacy.
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