Complaints over mobile phone services continue to flow into the industry’s ombudsman. Photo: Michelle Kroll.
Complaints against telcos are slightly up with most gripes relating to mobile phone services, according to data just released by the Telecommunications Industry Ombudsman.
The TIO received 57,592 complaints in the last financial year, an increase of 1.6 per cent from the previous year.
Of those complaints, 89 per cent were from residential consumers and 11 per cent from small businesses.
The complaints data highlighted in the ombudsman’s Annual Report 2024-25 reveals more of us are struggling with unreliable mobile services and related financial stresses.
The report details the most common issues frustrating consumers are telcos taking no action or delayed action, service and equipment fees, and no phone or internet service.
Of the top 10 issues across all complaints, reports of intermittent service or dropouts recorded the largest spike, up 22.2 per cent.
The 760 complaints in the ACT in 2024-25 was up from 731 the previous year, a 4 per cent increase or 1.7 complaints per 1000 Canberrans.
Nationally, mobile services accounted for 44.7 per cent of all complaints in the financial year.
The report notes while the 3G shutdown led to more reports of mobile disruptions, reliability issues were already a problem and these issues continued after the shutdown was complete.
Reports from those without a working mobile service jumped significantly, up 69.2 per cent compared to the previous year.
More also experienced poor mobile coverage with complaints up 25.2 per cent compared to the previous year.
None of the telco companies are faring well when it comes to charging for mobile phone services or handling financial hardship issues.
Financial hardship complaints are up 46.1 per cent from the previous financial year.
Mobile services accounted for 66.9 per cent of financial hardship complaints, 22.2 per cent higher compared to the proportion of mobile services across all complaints.
The TIO continues to receive the most complaints about the three largest providers – Telstra, Optus and Vodafone. The number of complaints for two of the big three was slightly down even though complaints for the entire sector were up.
Telstra and Optus saw decreases in complaints with Telstra down 3.2 per cent and Optus down 6.7 per cent on the previous financial year.
More complainants came back to the TIO after their Telco failed to resolve their issue. That figure was up by 36.9 per cent compared to the previous year.
Telecommunications Industry Ombudsman Cynthia Gebert said the slight increase in overall complaints could be described as steady rather than surging, but significant concerns persisted.
“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,” she 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.”
Of growing concern is the jump of financial hardship complaints.
“The large increase in financial hardship complaints tells us people are still under pressure,” Ms Gebert said.
“For our sector, and this includes the TIO, we need to give people tailored support that keeps them connected and helps them manage bills.
“If you’re struggling with a phone or internet problem, contact your telco first. If they can’t help or you’re not satisfied with their response, reach out to us for help.”
The highest complaint numbers by state were received from NSW (17,483) and Victoria (15,728).
Brisbane made the most complaints of any local government area (2181).
Original Article published by Chris Johnson on Region Canberra.
