Data and complaints terminology
This section explains the finer points of our data and defines the terms we use in our reports.
Quarter 3 2024-25 Complaints Data
15th May 2025
Overview
Quarter 3 data released today by the Telecommunications Industry Ombudsman (TIO) shows complaint numbers are steady, but financial hardship and small business complaints have increased.
Report highlights
The Australian community made 15,385 complaints, a slight increase of 0.6 per cent in complaints since last quarter, and a small drop of 2.1 per cent when compared to the same period last year.
Among the top 10 issues raised by consumers, nine issues increased since last quarter. The largest increase was noted for inadequate fault testing, up 26.9 per cent, followed by poor mobile coverage, up by 25.3 per cent.
Complaints involving financial hardship or repayment arrangement issues have increased by 71.9 per cent when compared to the same period last year but have dropped by 8.2 per cent since last quarter.
Complaints made by small businesses have risen for the second consecutive quarter, up 6.9 per cent. For small business, the most significant increases in complaints related to poor mobile coverage and intermittent service or dropouts.
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 
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Questions?
For more information, email mediaenquiries@tio.com.au