THE Telecommunications Industry Ombudsman reported a near-fifteen percent drop in complaints in 2023/24 compared to the previous year, with more issues needing escalation settled in a timely manner.

Power players Telstra and Optus accounted for around two-thirds of all complaints, although Optus recorded the largest decrease of any of the ten biggest providers.

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Optus’s decline in complaints came despite its monstrous service outage that affected around ten million people, with customers seeking remedies ranging from reconnection to a personal apology.

Ombudsman Cynthia Gebert said the nature of the complaints still being received showed an unsatisfied customer base that should expect better.

A provider either delaying or failing to take action featured in 63 percent of all complaints, while disputes about service and equipment fees were involved in one-third.

“The data shows consumers remain frustrated by the same issues: poor customer service, delays in fixing problems, and service and equipment fees,” Ms Gebert said.

“Telecommunication services are essential, we rely on them for our health and wellbeing, access to government services, employment, and community connections… it’s critical consumers receive timely assistance when issues arise.”

The ombudsman pointed to the case of one family that lived in a rural, high-risk fire area yet endured landline service issues for more than a decade.

The man, whose wife was dealing with a serious medical condition, lived in a mobile blackspot and had to travel more than a kilometre to contact emergency services when his landline stopped working.

Telco providers were aware a temporary fix was insufficient in 2014 but did not implement a permanent fix until 2022.

Inadequate fault testing was the fastest-rising theme among the top-ten issues, spiking 36 percent in the past financial year.

Complaints around an unauthorised disclosure of information and privacy breaches both recorded big falls.

About 8300 complaints were escalated by the watchdog, with 55 percent closed within 60 days.

That was an improvement from 43 percent in the previous financial year.

The ombudsman said unresolved complaints – where a consumer returned to the watchdog after a matter had been referred back to the provider – dropped to 11,894 in 2023/24 from 13,131 the previous year.

“Telcos must ensure they meet consumers’ needs, offering flexibility and understanding, especially for those who are vulnerable or struggling,” Ms Gebert added.

Telecommunications Complaint Data

Total complaints:

2022/23 – 66,376

2023/24 – 56,718

Mobile complaints:

2022/23 – 31,633

2023-24 – 24,655

Internet complaints:

2022/23 – 20439

2023/24 – 22335

Unresolved complaints:

2022/23 – 13,131

2023/24 – 11,894

By Alex MITCHELL, AAP