Quarter 3 Complaints Report (FY2022-2023)
The Telecommunications Industry Ombudsman’s (TIO) Quarter Three Complaints Report shows residential consumers and small businesses made 17,777 complaints about phone and internet services between January and March this year. While complaints have remained steady compared to the previous quarter, the results show an almost 19 per cent decrease against the same period last year.
Problems with internet services increased 8.5 per cent compared to the previous quarter. Internet complaints about having trouble getting connected to the NBN network, and experiencing problems with service quality once connected, increased 13 per cent.
Complaints about having intermittent service or drop-outs increased 32 per cent across NBN and non-NBN networks compared to the previous quarter. There were also significant increases in complaints about failure to cancel a service, slow data speeds, and billing for services and devices.