Reports

Submission - Communications Alliance’s 2024 TCP Code review

The Telecommunications Industry Ombudsman made a submission to Communications Alliance’s consultation for its 2024 Review of the Telecommunications Consumer Protections (TCP) Code. The consultation has significant outcomes for consumers, for the TIO, and for the telco industry.

Quarter 3 Complaints Report (FY2022-2023)

Thematic review of our financial hardship complaints 2021-2023

The Telecommunications Industry Ombudsman (TIO) today released a thematic review on financial hardship complaints. The review shows between 1 April 2021 and 31 March 2023, the TIO received over 3,000 complaints from consumers experiencing financial hardship.

Submission - Digital Platform Services Inquiry

The Telecommunications Industry Ombudsman (TIO) made a submission to Treasury in late February 2023 to take on the role of the Digital Platforms Ombudsman.

Quarter 2 Complaints Report (FY2022-2023)

Quarter 1 Complaints Report (FY2023)

Quarter 4 Complaints Report (FY2022)

Annual Report 2021-22

In good news for consumers, complaints about phone and internet services decreased 33.4 per cent in the last financial year ending 30 June 2022. During this period, residential consumers and small businesses made 79,534 complaints to the Telecommunications Industry Ombudsman, highlighted in the Annual Report 2021-22 published today.

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Investigating complaints about essential mobile services

The Telecommunications Industry Ombudsman (TIO) today released a report highlighting the key drivers behind complaints about mobile services. The report is in response to a shift in complaint trends, with mobile services becoming the dominant complaint type.

Quarter 3 Complaints Report (FY2022)

Residential consumers and small businesses made 22,203 complaints between January and March 2022, an increase of 21 per cent compared to the previous quarter. The sharp increase is counter to a two-year trend of declining complaint numbers. While the current quarter complaint levels are lower than the same time last year, the increase is significant. Complaints increased across all service types. The most complained about service type was mobile with just over 8,500 complaints, but the steepest increase was recorded in internet services with a 31 per cent increase compared to the previous quarter.