Problems with mobile phone service and financial hardship are two of the biggest issues facing Aussies when it comes to telco complaints.
The Telecommunications Industry Ombudsman (TIO) released its annual report, which shows that complaints about the telcos only slightly increased year-on-year. However, the two most complained about issues highlight the frustrations that Australians are feeling off the back of major concerns about the cost of living and service disruptions.
While this report runs from July 2024 to June 2025 and doesn’t include feedback from the recent Optus triple zero outage, it includes the much publicised 3G network shutdown, which was one of the biggest issues facing customers during this period.
“It’s encouraging to see complaint levels are steady, but persistent problems show more needs to be done to prevent us seeing the same issues frustrating people each year,” Ombudsman Cynthia Gebert said.
“We’re seeing more people struggle with mobile services. People are telling us they can’t use their mobile services, and they’re also telling us they’re struggling to pay to keep them connected. When you can’t rely on your mobile connection, that’s not just frustrating, it can put the brakes on your life. Your mobile is your link to safety, support and everyday life.”
The 3G network shutdown fallout
Mobile services are the most complained about telecommunications service, accounting for 44.7% of all complaints during this reporting period. The closure of 3G networks was one of the major issues highlighted by the TIO report, given its impact on Australia’s mobile infrastructure landscape.
While Vodafone shut down its 3G network prior to this TIO report (in December 2023-January 2024), the Telstra and Optus 3G network shutdowns occurred during this reporting period. The shutdown generated so much concern that both Telstra and Optus postponed their respective shutdowns — Telstra moving from June 2024 to October 2024 and Optus from September 2024 to October 2024.
However, despite pushing back the 3G cut-off and rolling out free devices for impacted customers, the TIO received complaints related to incompatible devices, network coverage and customers not wanting the shutdown to occur at all. An increase in complaints lodged during the report’s Q2 period relating to poor coverage and partially restricted service was seen as likely linked to the Telstra and Optus 3G network closures.
Telcos are still letting down customers experiencing financial hardship
Cost of living continues to be a major issue for Aussies and the telcos aren’t doing enough to support customers. The TIO recorded a 46.1% increase in complaints related to financial hardship or repayment arrangements when compared to the previous reporting period. For internet services specifically, complaints relating to financial hardship more than doubled during the reporting period, although mobile-related financial hardship complaints were still higher.
This follows a report in August which outlined the failings identified by the TIO when it comes to how telcos handle customers experiencing financial hardship.
The Australian Communications and Media Authority (ACMA) has been campaigning to improve customer protections, especially when it comes to access to financial hardship assistance. This included new protections for customers with the introduction of an industry standard in 2024.
ACMA member Samantha Yorke says it’s concerning that the TIO appears to do much of the heavy lifting when it comes to issues customers are facing that should be resolved by the telcos.
“The trend is a higher reliance on the TIO to resolve issues between customers and providers. While we appreciate that telecommunications networks are complex and faults or delays are going to happen, telcos need to take greater responsibility to address complaints before they get to the point where the TIO has to intervene.”
Of particular concern to the ACMA was the length of time it takes for issues to be resolved, with an average of 5.9 days (increased from 5.8 in the previous year). Average days in the December and March quarters had hit over the six-day mark, which the ACMA will be keeping an eye on.
“It is also disappointing that more than one in four providers averaged eight days or longer to resolve complaints. Consumers deserve timely, effective solutions without having to escalate,” Ms Yorke said.
How can I access financial hardship support?
If you’re struggling to pay your phone and/or internet bill, all telcos are required to offer financial hardship services, such as moving you to a different plan, offering a payment plan, etc.
Your telco may have its financial hardship policy available on the website, otherwise you can reach out to your telco to find out your options. Some telcos may require proof of financial hardship, while others may make it easy to apply via your account.
Canstar’s Utilities Editor, Tara Donnelly, urges customers to reach out to their telcos as soon as possible if they’re struggling to stay connected to these vital services.
“With finances a key worry for Aussie households, it’s unsurprising that so many customers feel let down by the hardship support on offer. Telcos are obligated to keep you connected during tough times, so this is a reminder to reach out to your provider straight away if needed,” Ms Donnelly said.
“You may not receive an immediate bill waiver or discount, but you will be taken through options to help ease the strain. If you’re applying for help under your telco’s payment assistance policy, or have made it clear that your bill issues are contributing to your financial hardship, your provider must treat your complaint as urgent.”
What should I do if I have a problem with my telco?
If you’re having a problem with your phone or internet service, the first step is to contact your telco about the issue. In some cases, it may be a simple problem that is easily fixed. However, bigger problems may require additional assistance or resolving the issue may take some time.
In some cases, if your telco has not made efforts to resolve the issue, if you’re not receiving adequate service, or, in the cases of financial hardship, your telco hasn’t done enough to support you (and may have made the issue worse), you may need to escalate your dispute to the TIO. However, issues should only be escalated to the TIO if you have given the telco a chance to resolve it first. You can visit the TIO website for more information on the process of lodging a report.
“Remember that the TIO is designed to be the final boss of complaints. Advocate for yourself and know your rights, but don’t be afraid to seek out Ombudsman help if you’ve reached a stalemate with your telco.” Ms Donnelly said.
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