Between October and December last year, Australians lodged 15,297 complaints with the Telecommunications Industry Ombudsman, marking a 5.6% rise compared to the previous year. The predominant concerns included slow responses from providers, service outages, and limited coverage, largely attributed to the shutdown of the 3G network. Delayed action by telecommunications companies was the top issue, with 9,025 complaints filed. Following closely were complaints regarding service pricing and equipment fees, which increased by 11.5% this quarter to 5,286.
Another significant issue involved customers experiencing no phone or internet service, with complaints soaring 26% year-on-year, totalling 208 reports. The Ombudsman noted that the impact of the 3G network decommissioning, completed by major telcos like Telstra, Optus, and Vodafone by October 28, heavily influenced these complaints. Most of the feedback related to the reliability of mobile services during this transition period.
All Australian states and territories reported growth in grievances, especially in the Northern Territory and the ACT. The cities most affected included Brisbane, Gold Coast, and regions in New South Wales. First Nations customers also reported increased service disruptions, adding to the mounting complaints about telecommunications inadequacies.