The Telecommunications Industry Ombudsman (TIO) has reported a surge in complaints about the lack of phone and internet services from October to December 2024. Complaints about this issue increased by 44.1 percent compared to the previous quarter, topping the 10 most extensive consumer complaints list. Small business and residential customers were the most affected, logging a combined 15,297 complaints during the period.
This marked a 13 percent increase from the previous quarter and a 5.6 percent increase from the same period last year. “We have seen an increase in consumers reaching out who are frustrated with their telcos,” telecommunications industry ombudsman Cynthia Gebert said. “Everyone should have access to the service they’re promised, yet we are seeing an increase in persistent challenges with patchy service and dropouts and no phone or internet service.”
Complaints about mobile services also jumped by 23.2 percent since the previous quarter.
Many were related to the 3G network shutdown, which saw 190 complaints in October, rising to 566 in November before dropping in December. Despite the decrease, Gebert noted ongoing challenges faced by people in rural and regional Victoria. During the reporting period, complaints from small businesses increased by 12.8 percent, ending four consecutive quarters of decline.
Complaints about telco services rise
The 3G network shutdown heavily impacted this group, with a 58.9 percent increase in complaints about no phone or internet service and a 35.4 percent increase in complaints about poor mobile coverage. The TIO observed that unresolved complaints by providers continued to climb, up 14.7 percent from the previous quarter, focusing on no or delayed action by providers, service and equipment fees, and intermittent service or dropouts.
All states and territories experienced a rise in complaints, with the Northern Territory and the Australian Capital Territory seeing the largest increases. The top local government areas for complaints included Brisbane, Gold Coast, and Moreton Bay. “When you can’t use your telco service for everyday life and work, it can be a real barrier,” Gebert said. “I appreciate the work telcos do to resolve complaints directly, but with more people and small businesses reaching out to my office for help, more can be done.”
Luke Coleman, CEO of the Communications Alliance, acknowledged the uptick in complaints but noted that 2024 still had the lowest number of complaints in 20 years. While any increase in complaints is a matter of concern, and the industry is actively working to address consumer issues, it’s also essential to look at these figures in context.
“More Australians are using more telco services than ever before, yet complaints have consistently decreased for six consecutive years,” Coleman said. With the reduction in TIO complaint numbers at 2004 levels, Coleman stated, “It’s clear that the telecoms industry has made substantial inroads into improving customer outcomes.”
Image Credits: Photo by Philipp Katzenberger on Unsplash
