Quarter 2 Complaints Data

Key data summary

Complaints increased by 13.4 percent compared to the previous quarter, but decreased 17.9 percent compared to the same time last year. Overall, six of the top ten issues increased compared to last quarter, with complaints about customer service and problems with a bill continuing to be the top issues for consumers. The most notable increases were in complaints related to a network outage and complaints about no phone or internet service.

Complaints data

Telstra made up a proportion of 36.8 percent of all complaints and Optus made up a proportion of 31.4 percent of all complaints. By volume, complaints about Optus increased 43.1 percent this quarter. Nine of the top ten providers recorded increases, while complaints about Southern Phone decreased.

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 (602), Gold Coast (323), Moreton Bay (291), Sunshine Coast (213) and Wyndham (206). Sunshine Coast is new to the top five LGAs, and Wyndham has dropped from number 3 to number 5 this quarter.

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 decreased 23.5 percent compared to the previous quarter.

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 being assigned to a case officer. Complaints that are escalated to dispute resolution have decreased 21.8 percent compared to the previous quarter.

Complaint outcomes

The total financial outcome returned to residential consumers for the period was $588,510 and $395,188 returned to small businesses. Of the complaints that proceeded to dispute resolution, 58.2 percent of cases were closed within 60 days.