The Australian Telecommunications Industry Ombudsman (TIO) has confirmed a 13% increase in complaints from Australian consumers and small businesses against mobile and ISPs since the previous quarter, with the change largely spurred by Telstra and Optus 3G Network Shutdowns.
The Ombudsman reported that complaints about the October-December quarter of 3G involved problems with the reliability of mobile services increased by 23.2% since the previous reporting period. These complaints were attributed to a lack of phone or internet service, partially limited service and poor mobile coverage. Complaints over 3G fell off in December compared to November and October.
“It is encouraging to see the drop-off in 3G shutdown complaints in December, but still we continue to hear from people in rural and regional Victoria, who face ongoing challenges,” said the telecommunications industry Ombudsman Cynthia Gebert. “I ask Telcos to continue working on solutions that ensure equal access to reliable phone and internet service for all people in Australia.”
In specific complaint categories, ‘no phone or internet service’ the biggest increase in complaints saw, increased by 44.1%, followed by ‘intermittent service or waiver’, which increased by 21.1%. In total, 15,297 complaints were registered by the Ombudsman, which represented an increase of 5.6% in complaints since the same quarter in 2023.
The good news is that in total AU $ 587,280 was returned to consumers through financial results – where a service provider can offer financial compensation for a defective service.
Telstra led most complaints in this quarter with 5,591 questions regarding its service, followed by Optus (3,846) and Vodafone (1,270).
What should I do if I am not happy with my service?
TIO has an extremely important role in the Australian telecommunications landscape as the field complains from consumers and attempts to get a positive resolution. If you feel that your Internet or telephone service in Australia is unsatisfactory (such as being over-charged or not getting the service you paid for), you must definitely complain to the Ombudsman.
If you feel that you do not get good value out of your service, it pays to compare. Our team of experts keeps track of the best telephone plans in Australia and the best NBN plans in Australia and offers a wide range of options for all types of users and budgets.
If you have been affected by the 3G closure, you may have a device that is incompatible with 4G or 5G. We recommend checking our guides to the best phones in Australia and the best cheap phones in Australia for a handset that suits your budget and lifestyle.
You will find some of the most popular mobile plans with Techradar Australia readers below that offer an interesting snapshot for the kinds of costs and data limits you can expect from different providers throughout Australia.
