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In this reporting period, 30 percent (3,389 complaints) of cases returned unresolved after referral to a telco, in relation to issues such as poor customer service, problems with bills or equipment, and intermittent service or dropouts.
At the start of July, the TIO commenced a new follow-up process with consumers to get a better picture of resolutions at the end of the referral period. This process was one of key recommendations from the recent Independent Review of the TIO.
Ombudsman Cynthia Gebert says that the high number of unresolved complaints points to telcos efficiently resolving simple matters but failing to to address complex or multifaceted problems for their customers.
“This is the first quarter we have reported on this data in this way, and it is concerning that such a large volume of problems referred to telcos remain in dispute.”
We will continue watching this number to determine if it is a trend or an aberration. In the meantime, our focus will be on restoring trust and confidence between the telco and their customer, and getting problems fixed.”
Other data in the first quarter of the year revealed the Australian community lodged a total of 13,541 complaints about their phone and internet services between July and September of 2024, the Telecommunications Industry Ombudsman (TIO) has revealed today.
This figure constitutes a 4.6 per cent increase on complaints in the same period last year, or a total of 599 additional complaints.
More than half the complaints made by customers related to no or delayed action from a telco (8,063 cases), followed by complaints about service and equipment fees (4,705 cases), and complaints about no phone or internet service (1,443 cases).
Complaints raised in relation to failure to cancel a service, whereby a customer asserts that a telco hasn’t terminated an agreement as agreed, jumped up by 7 percent from 1,052 complaints last quarter, to 1,126 in this reporting period.
Ombudsman Cynthia Gebert, says that data shows that customers are continuing to experience persistent challenges.
“Customers are contacting my office because of patchy service and dropouts, telcos dragging their heels when it comes to fixing something, and poor customer service experiences. It’s very frustrating for customers”, Ms Gebert said.
“We saw a drop in overall complaints last financial year, which is a positive sign for both customers and telcos. It’s disappointing to see the numbers jump back up, reporting the same persistent problems”, she added.
89.2 per cent of complaints were made by residential consumers and 10.8 per cent from small businesses. 60.9 per cent of the complaints made by small businesses were related to no or delayed action.
The top five LGAs with the highest number of complaints were Brisbane (426), Gold Coast (279), Moreton Bay (251), Sunshine Coast (199) and Wyndham (198). Together, these five LGAs contributed 10.1 percent of all the complaints received in this reporting period.
The number of complaints by customers identifying as belonging to the First Nations Community jumped by 15.2 per cent (416 cases).
“I encourage anyone who is experiencing an issue with their phone or internet service to first raise the issue with their telco, and if the matter can’t be resolved, to make a complaint with my Office. We are free, fair, and independent.” Ms Gebert said.
