Complaints about telecommunications companies are slowly falling, but fed-up customers still deserve better service and faster fixes, the industry watchdog says.
There was a near-15 per cent drop in complaints in the 2023-24 financial year compared to the one prior, according to the Telecommunications Industry Ombudsman. There were 56,718 complaints received across the year.
Telstra and Optus accounted for around two-thirds of all complaints, although Optus recorded the largest decrease of any of the 10 biggest providers.
What were some of the most complained-about issues?
A provider either delaying or failing to take action featured in 63 per cent of all complaints, while disputes about service and equipment fees were involved in one-third.
About a tenth of all complaints pertained to no phone or internet service.
Inadequate fault testing was the fastest-rising theme among the top-10 issues, spiking 36 per cent in the past financial year.
Complaints around an unauthorised disclosure of information and privacy breaches both recorded big falls.
About 8,300 complaints were escalated by the watchdog, with 55 per cent closed within 60 days.
That was an improvement from 43 per cent in the previous financial year.
Top 6 most common telco complaints in 2023-2024 Credit: Telecommunications Industry Ombudsman Annual Report 2023-24
The ombudsman said unresolved complaints — where a consumer returned to the watchdog after a matter had been referred back to the provider — dropped to 11,894 in 2023-24 from 13,131 the previous year.
“Telcos must ensure they meet consumers’ needs, offering flexibility and understanding, especially for those who are vulnerable or struggling,” Cynthia Gebert said.
Who was complaining?
When measured per 1,000 people, Queensland and Victoria both recorded 2.4 complaints per 1,000 people.
South Australia followed with 2.3 complaints per 1,000 people, and 2.1 per 1,000 people in NSW.
There were 1.8 complaints per 1,000 people in Western Australia, 1.6 per 1,000 people in the ACT, 1.5 per 1,000 people in Tasmania, and 1.3 per 1,000 people in the Northern Territory.
Beyond English, the most used languages for complaints were Arabic, followed closely by Hindi and Chinese.
Telco Complaints by State: 2023–24 Breakdown Credit: Telecommunications Industry Ombudsman Annual Report 2023-24
Gebert said the nature of the complaints still being received showed an unsatisfied customer base that should expect better.
“The data shows consumers remain frustrated by the same issues: poor customer service, delays in fixing problems, and service and equipment fees,” Ms Gebert said.
“Telecommunication services are essential, we rely on them for our health and wellbeing, access to government services, employment, and community connections … it’s critical consumers receive timely assistance when issues arise.”
