Australia's peak communications consumer body, ACCAN, has expressed deep concern over new Telecommunications Industry Ombudsman (TIO) data, which reveals a sharp increase in consumer complaints and a troubling rise in unresolved cases late in late 2024.
Between October and December 2024, complaints to the TIO surged by 13% compared to the previous quarter, with mobile services complaints alone jumping by 23.2%. The data also highlights that complaints about no phone or internet service increased by 44.1%, and complaints about intermittent service or dropouts rose by 21.1%.
ACCAN CEO Carol Bennett said the findings amount to a disappointing failure of consumer expectations.
"Consumers rely on their mobile and internet services for work, education, connection with loved ones and even basic safety. The increasing volume of complaints, particularly around service dropouts and lack of connectivity, shows that Australians are not receiving the reliable services they have paid for and need," Ms Bennett said.
The impact of the 3G network shutdown was also evident in the data, with complaints peaking in November. Small businesses were significantly affected, with complaints about no phone or internet service increasing by 58.9% and poor mobile coverage up by 35.4%.
"We have seen huge complaint spikes relating to the 3G shutdown. It is time for real action to restore confidence in Australia's telecommunications sector. Telcos must be held accountable for improving complaint resolution processes, and we need stronger regulation in the sector to protect consumers and ensure that all Australians have access to reliable and affordable communications services," Ms Bennett concluded.
ACCAN supports legislation before parliament that provides strengthened regulatory powers and fines for instances when telcos fail to meet their obligations to Australian consumers.
