More Australians are unhappy about Internet than mobile services

Alex Kidman 18 October 2017 NEWS

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TIO figures show that complaints about broadband are on an upward curve.

The latest set of figures from the Telecommunications Industry Ombudsman (TIO) in its 2016/2017 annual report show that while we're complaining more about all of our telecommunications services, it's most notably in the area of broadband that we're frustrated.

Overall, complaints about landline phones, mobile phones and Internet services increased by 41.1%, for a total of 158,016 issues raised to the TIO level. The 2016/2017 year saw Internet service complaints take the largest slice of complaints for the first time ever, ahead of mobile and fixed-line telephony complaints.

Specifically, 63,892 complaints were registered for Internet services, compared to 52,300 for mobile phones and 41,824 for landline phone services. It's also notable because in recent years, complaints to the TIO had been on a downward turn generally. The last time complaints to the TIO were this high was back in the 2012/2013 reporting period.

The top ten phone and Internet providers dominated complaints, with 90.9% of all complaints coming from this group. Here's how they compare in both the number of complaints and the change for each carrier since the last reporting period:

CarrierNumber of complaintsChange
Telstra76,650+43.5%
Optus28,766+31.2%
Vodafone10,684+37.5%
iiNet10,170+79%
TPG6,995+44.9%
Dodo3,309+1.1%
Southern Phone2,068+266.7%
Primus1,917+32.1%
M2 Commander1,704+25.3%
Virgin Mobile1,354-11.6%

Complaints regarding broadband services delivered over the National Broadband Network are on the rise, with 27,195 complaints registered. That's a rise of 159.3%, primarily relating to service faults (16,221 complaints) followed by connection delays (11,224 complaints).

In terms of a state-by-state breakdown, in sheer numbers terms, you're more likely to complain in New South Wales although the highest rise in complaints is in South Australia:

StateNumber of complaintsChange
ACT2,612+42.3%
NSW50,537+43.6%
NT1,043+29.7%
QLD28,988+42.7%
SA12,526+51%
TAS2,964+38.4%
VIC43,565+41.1%
WA13,623+49.1%

It is important to note that if you do have a dispute with your telecommunications carrier, whether it's to do with mobile service, landline phone billing or broadband speeds, you have to try to resolve those issues with your provider first. The TIO will only consider cases where a resolution has been attempted between a customer and a telecommunications carrier first.

If you're currently frustrated by your telecommunications services, we've got a comprehensive guide to what to do to get satisfaction from your provider, which you can read here.

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