New data from the Telecommunications Industry Ombudsman (TIO) reveals a surge in complaints between October and December 2024, a 13 per cent increase compared to the previous quarter and a 5.6 per cent increase compared to the same period last year.
The report found that residential consumers and small businesses made 15,297 complaints to the TIO between October and December 2024. While the lack of phone or internet service and intermittent connection remain the primary complaints (a 44.1 per cent and 21.1 per cent increase respectively), a significant number of complaints pertained to the impact of the 3G network shutdown, especially during the 2024 Q4 period.
Small businesses have been found to be impacted greatly by the 3G shutdown during 2024 Q4, which contributed to the 12.8 per cent increase in complaints from small businesses, which broke the record of four consecutive quarters of minimal complaints filed by the small-business sector against telcos. In fact, there were large increases in complaints from SMEs due to no phone or internet service (up 58.9 percent) and poor mobile coverage (up 35.4 per cent). Businesses seeking compensation for financial loss also increased six per cent compared to the previous quarter.
Complaints coming back unresolved by providers also surged, up 14.7 per cent from the previous quarter. The main issues reported in unresolved complaints continue to be no or delayed action by provider, service and equipment fees and intermittent service or dropouts.
Telecommunications Industry Ombudsman, Cynthia Gebert commented, “We have seen an increase in consumers reaching out who are frustrated with their telcos. 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.”
Geber added, “I appreciate the work telcos do to resolve complaints directly, but with more people and small businesses reaching out to my office for help, there is clearly more that can be done. It is encouraging to see the drop-off in 3G shutdown complaints in December, yet we are continuing to hear from people in rural and regional Victoria who are facing ongoing challenges. I implore the telcos to keep working on solutions that ensure equal access to reliable and phone and internet service for all people in Australia.”
