Telco complaints on the way down – report


The good news from the Telecommunications Industry Ombudsman (TIO) is that consumer complaints about mobile, internet and landline services fell by more than 10% over the past 12 months. There is still room for improvement though, with more than 124,000 complaints being made. That equates to around 340 complaints per day.

The figures were released by the TIO as part of its Annual Report 2014-15.

“More than 124,000 is a huge number of complaints and shows the telecommunications industry has a long way to go,” said Acting Ombudsman Diane Carmody.

Which telcos do we complain about most?

Not surprisingly, given their market share, Telstra, Vodafone and Optus accounted for 75% of all new complaints received by the TIO in 2014-15. In terms of complaint numbers:

  • Telstra received 55,529 complaints
  • Vodafone received 19,311 complaints
  • Optus received 18,601 in complaints

Other providers that were complained about included:

  • TPG received  4,501 complaints in 2014-15
  • iiNet received 3,844 complaints in 2014-15
  • Dodo received 3,737 in complaints in 2014-15
  • Virgin received 2,115 complaints in 2014-15
  • Vaya received 1,635 complaints in 2014-15
  • iPrimus received 1,270 in complaints in 2014-15

What issues are most complained about?

According to the data, mobile phone issues were the most-complained-about area, at approximately 47% of all telco complaints. According to the TIO report, though, this did represent a 21% decrease in the number of mobile-related complaints over the 12 month period.

“Improved coverage through telco investment in mobile towers, and usage and spending alerts that help consumers control data and phone usage have contributed to this improvement,” Ms Carmody said.

Landline issues accounted for just under 28% of complaints, with the TIO advising that the landline issues under scrutiny are connection delays and faults, which have been rising for three years.

Internet complaints, at just over 25%, rounded out the three. Within this was a relatively small number of NBN-related complaints (6,700), a figure sure to increase in coming years.

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You can view the annual report here.

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