Date Time
Phone and internet complaints remain steady, with seasonal comparisons showing decline
Between January and March 2021, residential consumers and small businesses made 30,393 complaints about phone and internet services. This is a decrease of 0.3 per cent compared to the previous quarter, and 6.1 per cent compared to the same quarter last year.
The Telecommunications Industry Ombudsman’s Quarter 3 (Q3) 2020-21 Complaints Report published today (Wednesday 2 June 2021) shows mobile continues to be the most complained about service type, accounting for 35 per cent of all complaints. This is the highest proportion in the last five quarters.
Problems with inadequate fault testing has emerged as an issue for all consumer types. This is when a provider fails to troubleshoot a problem with a consumer, or the consumer is not satisfied with the provider’s fault testing.