TIO reports increase in phone and internet complaints

A person's hands typing on a mobile phone

Residential consumers and small businesses made 32,801 complaints in the first quarter of 2020 (1 July 2019 to 30 September 2019). In this period complaints about phone and internet services increased 6.3 per cent compared to the same period in 2018. This data was highlighted in the Telecommunications Industry Ombudsman’s Quarter One 2020 Complaints report published today (29 October 2019).

Ombudsman Judi Jones said, “I’m pleased to deliver the transition to quarterly reporting of phone and internet complaints. This regular reporting cycle will present a timely data snapshot and a deeper granularity on the issues impacting telecommunications consumers.

“This quarter’s result shows a slight increase of 6.3 per cent against the same period in 2018. It’s too early to tell if this signals an upward trend of complaints, but we will be monitoring this closely, along with the telecommunications industry, government and regulators.”

Ms Jones continued: “Our quarterly reporting of phone and internet complaints is one part of the story. Together with Communications Alliance’s Complaints in Context report, and the Australian Communications and Media Authority’s Telecommunication Complaints Handling report, there is a more complete picture of the consumer telco experience, and where it can be improved.”   

Read the Quarter One 2020 Complaints report here.

TIO Media Release. For media enquiries contact Sarah Carnovale at mediaenquiries@tio.com.au.