Complaints for mobile and internet use drop for the fifth consecutive period says the TIO

After releasing their latest report this month, the Telecommunications Industry Ombudsman (TIO) has advised that complaints relating to phone and internet service, have dropped for the fifth consecutive quarter. 

The report from the TIO for Q2, shows a drop in complaints from residential and small business customers relating to across mobile, landline and internet services. The TIO still registered 18,386 complaints, though this is a decrease of 14.2 per cent compared to the previous quarter, and 39.7 per cent compared to the same period last year. 

The report shows that mobile complaints are the largest source these days, accounting for 42% of complaints, with Internet Services the next most complained about with 33% of total complaints. The largest complaint for both mobile and internet users was ‘No or delayed action by provider’ with ‘Service and equipment fees’ the second largest, except for landline users who found ‘No phone or internet service’ their second highest source of frustration.

In terms of providers, Telstra was the source of the lions share of the recorded complaints lodged with the TIO. Telstra snagged 9,658 complaints, or 53% of the total, while Optus and Vodafone followed after with 3,806(21%) and 1,155 (6%) respectively.  The TIO saw that the top 10 providers fielded 91.2% of total complaints with ISPs and smaller MVNOs making up the rest of the top10.

The Telecommunications Ombudsman Judi Jones said of the report

“In my six years as the Telecommunications Industry Ombudsman, we have worked closely with our members to reduce phone and internet problems for residential consumers and small businesses. After a spike in complaints in 2018, it’s very pleasing to see continual decreases in complaints. Working together has made a real difference to consumers.

“I encourage telcos to continue to work with consumers to resolve their problems. And as always, if the conversation breaks down, contact my office. We’re free and here to help.”