Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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About our state and postcode statistics

We have only included postcodes with populations of more than 1,000 and with more than 25 new complaints.

We may not record some consumers’ postcodes when they make a complaint. Because of this, there may be a small difference between the total of state complaints and the number of new complaints published elsewhere in this report.

Population data source: Australian Bureau of Statistics 2011 Census.

Complaints by state

View detailed complaint statistics for providers that had 25 or more new complaints in 2012-13

Overall

The states with the most complaints per 1,000 people were Victoria, South Australia and New South Wales.

The problems that consumers most often reported to us were customer service and complaint handling. Usually these are secondary to the issues that led to consumers' dissatisfaction. This year, those were:

  • mobile coverage
  • disputed bills
  • poor contract information, and
  • unexpectedly high bills.

Complaints by state

StateTotal complaintsComplaints per 1,000
Vic41,542 7.8
SA11,861 7.4
NSW49,2387.1
ACT2,2786.4
Qld26,1166
WA11,5175.1
Tas2,146 4.3
NT7703.6
National rate of complaints per 1,000 consumers 6.8
View Overall

Top 10 postcodes Australia-wide

PostcodeTotal complaintsComplaints per 1,000Top issue
2150 – Parramatta520 21Mobile coverage
3000 – Melbourne430 20.8Mobile coverage
2000 – Sydney 390 17.1Mobile coverage
3754 – Doreen283 15.9Mobile coverage
2015 – Alexandria131 15.5Mobile coverage
2190 - Greenacre377 15.3Mobile coverage
2205 – Gosford18314.2Mobile coverage
2161 – Guilford402 14.2Mobile coverage
3029 – Hoppers Crossing900 13.2Mobile coverage
2200 - Bankstown533 13.1Mobile coverage
View Top 10 postcodes Australia-wide

Victoria

Victorians made 41,542 new complaints (7.8 per 1,000 people).

The top three issues were:

  1. mobile coverage - 7,093
  2. disputed bills - 5,116, and
  3. poor contract information - 4,169.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
3000 - Melbourne430 20.8Mobile coverage
Unexpectedly high bill
Disputed bill
3754 - Doreen283 15.9Mobile coverage
Disputed bill
Unexpectedly high bill
3029 - Hoppers Crossing900 13.2Mobile coverage
Disputed bill
Poor contract information
3064 - Craigieburn691 13.0Mobile coverage
Disputed bill
Unexpectedly high bill
3076 - Epping339 12.9Mobile coverage
Poor contract information
Disputed bill
3182 - St Kilda265 12.8Mobile coverage
Unexpectedly high bill
Disputed internet charges
3205 - South Melbourne117 12.6Disputed bill
Unexpectedly high bill
Disputed internet charges
3183 - St Kilda East220 12.3Unexpectedly high bill
Mobile coverage
Disputed bill
3060 - Fawkner154 12.2Mobile coverage
Disputed bill
Disputed internet charges
3201 - Carrum Downs233 12.2Mobile coverage
Poor contract information
Drop outs
View Victoria

South Australia

South Australians made 11,861 new complaints (7.4 per 1,000 people).

The top three issues were:

  1. mobile coverage - 1,601
  2. disputed bills - 1,388, and
  3. poor contract information - 1,098.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
5000 - Adelaide153 12.1Unexpectedly high bill
Disputed bill
Poor contract information
5031 - Mile End113 11.8Unexpectedly high bill
Disputed bill
Poor contract information
5114 - Smithfield33111.4Mobile coverage
Disputed bill
Drop outs
5112 - Elizabeth207 11Disputed bill
Poor contract information
Mobile coverage
5014 - Albert Park127 11Disputed internet charges
Unexpectedly high bill
Disputed bill
5095 - Mawson Lakes192 10.7Mobile coverage
Poor contract information
Recurring service charges
5113 - Elizabeth Downs198 10.6Mobile coverage
Poor contract information
Disputed bill
5109 - Salisbury Heights208 10.2Mobile coverage
Poor contract information
Fully unusable service
5107 - Parafield Gardens151 9.9Mobile coverage
Poor contract information
Disputed bill
5008 - Croydon129 9.6Mobile coverage
Disputed internet charges
Unexpectedly high bill
View South Australia

New South Wales

NSW residents made 49,238 new complaints (7.1 per 1,000 people).

The top three issues were:

  1. mobile coverage - 10,536
  2. disputed bills - 5,772, and
  3. poor contract information - 4,438.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
2150 - Parramatta520 21Mobile coverage
Disputed bill
Poor contract information
2000 - Sydney390 17.1Mobile coverage
Disputed bill
Unexpectedly high bill
2015 - Alexandria131 15.5Mobile coverage
Drop outs
Disputed internet charges
2190 - Greenacre377 15.3Mobile coverage
Drop outs
Disputed bill
2205 - Gosford183 14.2Mobile coverage
Disputed bill
Drop outs
2161 - Guildford402 14.2Mobile coverage
Drop outs
Disputed bill
2200 - Bankstown533 13.1Mobile coverage
Drop outs
Disputed bill
2011 - Potts Point235 13.0Mobile coverage
Disputed bill
Disputed internet charges
2164 - Smithfield235 12.8Mobile coverage
Disputed bill
Poor contract information
2171 - Hoxton Park309 12.7Mobile coverage
Drop outs
Internet usage charges
View New South Wales

Australian Capital Territory

ACT residents made 2,278 new complaints (6.4 per 1,000 people).

The top three issues were:

  1. mobile coverage - 369
  2. disputed bills - 252, and
  3. poor contract information - 184.

PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
2914 – Amaroo113 8.2Mobile coverage
Disputed bill
Disputed recurring charges
2913 – Casey206 8.1Mobile coverage
Disputed bill
Disputed termination fee
2615 – Melba290 6.6Mobile coverage
Disputed bill
Contract terms
2602 - Dickson187 6.5Mobile coverage
Disputed recurring charges
Unexpectedly high bill
2905 – Isabella Plains177 6.1Mobile coverage
Poor contract information
Disputed bill
2617 – Belconnen179 6.0

Mobile coverage
Disputed bill
Poor contract information

2611 – Weston Creek125 5.4Disputed bill
Mobile coverage
Disputed internet charges
2614 - Hawker101 5.3Mobile coverage
Disputed bill
Poor contract information
View ACT

Queensland

Queenslanders made 26,116 new complaints (6 per 1,000 people).

The top three issues were:

  1. mobile coverage - 3,689
  2. disputed bills - 3,147, and
  3. poor contract information - 2,462.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
4215 - Southport54712.2Mobile coverage
Disputed bill
Poor contract information
4217 - Bundall397 11.2Mobile coverage
Disputed bill
Poor contract information
4005 - New Farm12611.1Mobile coverage
Unexpectedly high bill
Disputed bill
4210 - Guanaba176 10.8Mobile coverage
Termination fee
Poor contract information
4101 - South Brisbane20410.6Disputed bill
Contract terms
Mobile coverage
4000 - Brisbane14910.4Disputed bill
Mobile coverage
Poor contract information
4227 - Reedy Creek18410.0Mobile coverage
Disputed bill
Unexpectedly high bill
4006 - Fortitude Valley14710.0Mobile coverage
Disputed bill
Poor contract information
4209 - Upper Coomera3279.6Mobile coverage
Disputed bill
Poor contract information
4220 - Burleigh Heads275 9.5Mobile coverage
Disputed bill
Poor contract information
View Queensland

Western Australia

West Australians made 11,517 new complaints (5.1 per 1,000 people).

The top three issues were:

  1. mobile coverage - 1,893
  2. disputed bills - 1,336, and
  3. poor contract information - 1,046.
Postcode

Total
complaints

Complaints
per 1,000
Top 3 issues
6000 - Perth106 11.5Mobile coverage
Unexpectedly high bill
Disputed recurring charges
6171 - Baldivis145 9.1Mobile coverage
Disputed bill
Termination fee
6051 - Maylands101 8.2Mobile coverage
Disputed bill
Contract terms
6105 - Cloverdale102 7.5Poor contract information
Disputed bill
Fully unusable service
6061 - Mirrabooka2346.9Mobile coverage
Disputed bill
Poor contract information
6101 - Carlisle104 6.9Mobile coverage
Disputed bill
Poor contract information
6062 - Morley214 6.9Mobile coverage
Poor contract information
Disputed bill
6056 - Bellevue249 6.7Mobile coverage
Disputed bill
Poor contract information
6060 - Yokine143 6.5Mobile coverage
Poor contract information
Disputed bill
6151 - South Perth106 6.4Mobile coverage
Unexpectedly high bill
Poor contract information
View Western Australia

Northern Territory

Territorians made 770 new complaints (3.6 per 1,000 people).

The top three issues were:

  1. mobile coverage - 104
  2. disputed bills - 71, and
  3. unexpectedly high bills - 56.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
0800 - Darwin459.9Mobile coverage
Poor contract information
Unexpectedly high bill
0832 - Rosebery666.8Mobile coverage
Poor contract information
Internet charges
0820 - Winnellie914.8Mobile coverage
Internet charges
Unexpectedly high bill
0812 - Wulagi894.6Poor contract information
Mobile coverage
Disputed bill
0830 - Palmerston814.5Disputed bill
Credit not applied
Unexpectedly high bill
0870 - Alice Springs913.6Mobile coverage
Disputed bill
Slow internet
0836 - Humpty Doo253.5Disputed bill
Drop outs
Collection of disputed debt
0810 - Coconut Grove1003.4Disputed bill
Mobile coverage
Poor contract information
0822 - (Top End
excluding Darwin
and Katherine)
281.2Mobile coverage
Credit not applied
Fully unusable service
View Northern Territory

Tasmania

Tasmanians made 2,146 complaints (4.3 per 1,000 people).

The top three issues were:

  1. disputed bills - 275
  2. poor contract information - 181, and
  3. mobile coverage - 167. 
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
7172 - Sorell299.2Disputed bill
Fully unusable service
Connection delay
7253 - George Town438.4Disputed bill
Fully unusable service
7304 - Deloraine406.8Mobile coverage
Fully unusable
Disconnected in error
7000 - Hobart906.7Disputed bill
Mobile coverage
Unexpectedly high bill
7054 - Fern Tree486.0Mobile coverage
Disputed service charges
Slow internet
7019 - Clarendon Vale336.0Mobile coverage
Credit not applied
Slow internet
7050 - Kingston706.0Disputed bill
Disputed service charges
Drop outs
7009 - Derwent Park685.5Poor contract information
Disputed bill
Mobile coverage
7109 - Huonville435.4Disputed bill
Termination fees
Drop outs
7008 - New Town645.4Disputed bill
Unexpectedly high bill
Poor contract information
View Tasmania

Overall

Overall

The states with the most complaints per 1,000 people were Victoria, South Australia and New South Wales.

The problems that consumers most often reported to us were customer service and complaint handling. Usually these are secondary to the issues that led to consumers' dissatisfaction. This year, those were:

  • mobile coverage
  • disputed bills
  • poor contract information, and
  • unexpectedly high bills.

Complaints by state

StateTotal complaintsComplaints per 1,000
Vic41,542 7.8
SA11,861 7.4
NSW49,2387.1
ACT2,2786.4
Qld26,1166
WA11,5175.1
Tas2,146 4.3
NT7703.6
National rate of complaints per 1,000 consumers 6.8
View Overall

Top 10 postcodes Australia-wide

PostcodeTotal complaintsComplaints per 1,000Top issue
2150 – Parramatta520 21Mobile coverage
3000 – Melbourne430 20.8Mobile coverage
2000 – Sydney 390 17.1Mobile coverage
3754 – Doreen283 15.9Mobile coverage
2015 – Alexandria131 15.5Mobile coverage
2190 - Greenacre377 15.3Mobile coverage
2205 – Gosford18314.2Mobile coverage
2161 – Guilford402 14.2Mobile coverage
3029 – Hoppers Crossing900 13.2Mobile coverage
2200 - Bankstown533 13.1Mobile coverage
View Top 10 postcodes Australia-wide

VIC

Victoria

Victorians made 41,542 new complaints (7.8 per 1,000 people).

The top three issues were:

  1. mobile coverage - 7,093
  2. disputed bills - 5,116, and
  3. poor contract information - 4,169.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
3000 - Melbourne430 20.8Mobile coverage
Unexpectedly high bill
Disputed bill
3754 - Doreen283 15.9Mobile coverage
Disputed bill
Unexpectedly high bill
3029 - Hoppers Crossing900 13.2Mobile coverage
Disputed bill
Poor contract information
3064 - Craigieburn691 13.0Mobile coverage
Disputed bill
Unexpectedly high bill
3076 - Epping339 12.9Mobile coverage
Poor contract information
Disputed bill
3182 - St Kilda265 12.8Mobile coverage
Unexpectedly high bill
Disputed internet charges
3205 - South Melbourne117 12.6Disputed bill
Unexpectedly high bill
Disputed internet charges
3183 - St Kilda East220 12.3Unexpectedly high bill
Mobile coverage
Disputed bill
3060 - Fawkner154 12.2Mobile coverage
Disputed bill
Disputed internet charges
3201 - Carrum Downs233 12.2Mobile coverage
Poor contract information
Drop outs
View Victoria

SA

South Australia

South Australians made 11,861 new complaints (7.4 per 1,000 people).

The top three issues were:

  1. mobile coverage - 1,601
  2. disputed bills - 1,388, and
  3. poor contract information - 1,098.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
5000 - Adelaide153 12.1Unexpectedly high bill
Disputed bill
Poor contract information
5031 - Mile End113 11.8Unexpectedly high bill
Disputed bill
Poor contract information
5114 - Smithfield33111.4Mobile coverage
Disputed bill
Drop outs
5112 - Elizabeth207 11Disputed bill
Poor contract information
Mobile coverage
5014 - Albert Park127 11Disputed internet charges
Unexpectedly high bill
Disputed bill
5095 - Mawson Lakes192 10.7Mobile coverage
Poor contract information
Recurring service charges
5113 - Elizabeth Downs198 10.6Mobile coverage
Poor contract information
Disputed bill
5109 - Salisbury Heights208 10.2Mobile coverage
Poor contract information
Fully unusable service
5107 - Parafield Gardens151 9.9Mobile coverage
Poor contract information
Disputed bill
5008 - Croydon129 9.6Mobile coverage
Disputed internet charges
Unexpectedly high bill
View South Australia

NSW

New South Wales

NSW residents made 49,238 new complaints (7.1 per 1,000 people).

The top three issues were:

  1. mobile coverage - 10,536
  2. disputed bills - 5,772, and
  3. poor contract information - 4,438.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
2150 - Parramatta520 21Mobile coverage
Disputed bill
Poor contract information
2000 - Sydney390 17.1Mobile coverage
Disputed bill
Unexpectedly high bill
2015 - Alexandria131 15.5Mobile coverage
Drop outs
Disputed internet charges
2190 - Greenacre377 15.3Mobile coverage
Drop outs
Disputed bill
2205 - Gosford183 14.2Mobile coverage
Disputed bill
Drop outs
2161 - Guildford402 14.2Mobile coverage
Drop outs
Disputed bill
2200 - Bankstown533 13.1Mobile coverage
Drop outs
Disputed bill
2011 - Potts Point235 13.0Mobile coverage
Disputed bill
Disputed internet charges
2164 - Smithfield235 12.8Mobile coverage
Disputed bill
Poor contract information
2171 - Hoxton Park309 12.7Mobile coverage
Drop outs
Internet usage charges
View New South Wales

ACT

Australian Capital Territory

ACT residents made 2,278 new complaints (6.4 per 1,000 people).

The top three issues were:

  1. mobile coverage - 369
  2. disputed bills - 252, and
  3. poor contract information - 184.

PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
2914 – Amaroo113 8.2Mobile coverage
Disputed bill
Disputed recurring charges
2913 – Casey206 8.1Mobile coverage
Disputed bill
Disputed termination fee
2615 – Melba290 6.6Mobile coverage
Disputed bill
Contract terms
2602 - Dickson187 6.5Mobile coverage
Disputed recurring charges
Unexpectedly high bill
2905 – Isabella Plains177 6.1Mobile coverage
Poor contract information
Disputed bill
2617 – Belconnen179 6.0

Mobile coverage
Disputed bill
Poor contract information

2611 – Weston Creek125 5.4Disputed bill
Mobile coverage
Disputed internet charges
2614 - Hawker101 5.3Mobile coverage
Disputed bill
Poor contract information
View ACT

QLD

Queensland

Queenslanders made 26,116 new complaints (6 per 1,000 people).

The top three issues were:

  1. mobile coverage - 3,689
  2. disputed bills - 3,147, and
  3. poor contract information - 2,462.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
4215 - Southport54712.2Mobile coverage
Disputed bill
Poor contract information
4217 - Bundall397 11.2Mobile coverage
Disputed bill
Poor contract information
4005 - New Farm12611.1Mobile coverage
Unexpectedly high bill
Disputed bill
4210 - Guanaba176 10.8Mobile coverage
Termination fee
Poor contract information
4101 - South Brisbane20410.6Disputed bill
Contract terms
Mobile coverage
4000 - Brisbane14910.4Disputed bill
Mobile coverage
Poor contract information
4227 - Reedy Creek18410.0Mobile coverage
Disputed bill
Unexpectedly high bill
4006 - Fortitude Valley14710.0Mobile coverage
Disputed bill
Poor contract information
4209 - Upper Coomera3279.6Mobile coverage
Disputed bill
Poor contract information
4220 - Burleigh Heads275 9.5Mobile coverage
Disputed bill
Poor contract information
View Queensland

WA

Western Australia

West Australians made 11,517 new complaints (5.1 per 1,000 people).

The top three issues were:

  1. mobile coverage - 1,893
  2. disputed bills - 1,336, and
  3. poor contract information - 1,046.
Postcode

Total
complaints

Complaints
per 1,000
Top 3 issues
6000 - Perth106 11.5Mobile coverage
Unexpectedly high bill
Disputed recurring charges
6171 - Baldivis145 9.1Mobile coverage
Disputed bill
Termination fee
6051 - Maylands101 8.2Mobile coverage
Disputed bill
Contract terms
6105 - Cloverdale102 7.5Poor contract information
Disputed bill
Fully unusable service
6061 - Mirrabooka2346.9Mobile coverage
Disputed bill
Poor contract information
6101 - Carlisle104 6.9Mobile coverage
Disputed bill
Poor contract information
6062 - Morley214 6.9Mobile coverage
Poor contract information
Disputed bill
6056 - Bellevue249 6.7Mobile coverage
Disputed bill
Poor contract information
6060 - Yokine143 6.5Mobile coverage
Poor contract information
Disputed bill
6151 - South Perth106 6.4Mobile coverage
Unexpectedly high bill
Poor contract information
View Western Australia

NT

Northern Territory

Territorians made 770 new complaints (3.6 per 1,000 people).

The top three issues were:

  1. mobile coverage - 104
  2. disputed bills - 71, and
  3. unexpectedly high bills - 56.
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
0800 - Darwin459.9Mobile coverage
Poor contract information
Unexpectedly high bill
0832 - Rosebery666.8Mobile coverage
Poor contract information
Internet charges
0820 - Winnellie914.8Mobile coverage
Internet charges
Unexpectedly high bill
0812 - Wulagi894.6Poor contract information
Mobile coverage
Disputed bill
0830 - Palmerston814.5Disputed bill
Credit not applied
Unexpectedly high bill
0870 - Alice Springs913.6Mobile coverage
Disputed bill
Slow internet
0836 - Humpty Doo253.5Disputed bill
Drop outs
Collection of disputed debt
0810 - Coconut Grove1003.4Disputed bill
Mobile coverage
Poor contract information
0822 - (Top End
excluding Darwin
and Katherine)
281.2Mobile coverage
Credit not applied
Fully unusable service
View Northern Territory

TAS

Tasmania

Tasmanians made 2,146 complaints (4.3 per 1,000 people).

The top three issues were:

  1. disputed bills - 275
  2. poor contract information - 181, and
  3. mobile coverage - 167. 
PostcodeTotal
complaints
Complaints
per 1,000
Top 3 issues
7172 - Sorell299.2Disputed bill
Fully unusable service
Connection delay
7253 - George Town438.4Disputed bill
Fully unusable service
7304 - Deloraine406.8Mobile coverage
Fully unusable
Disconnected in error
7000 - Hobart906.7Disputed bill
Mobile coverage
Unexpectedly high bill
7054 - Fern Tree486.0Mobile coverage
Disputed service charges
Slow internet
7019 - Clarendon Vale336.0Mobile coverage
Credit not applied
Slow internet
7050 - Kingston706.0Disputed bill
Disputed service charges
Drop outs
7009 - Derwent Park685.5Poor contract information
Disputed bill
Mobile coverage
7109 - Huonville435.4Disputed bill
Termination fees
Drop outs
7008 - New Town645.4Disputed bill
Unexpectedly high bill
Poor contract information
View Tasmania

About our state and postcode statistics

We have only included postcodes with populations of more than 1,000 and with more than 25 new complaints.

We may not record some consumers’ postcodes when they make a complaint. Because of this, there may be a small difference between the total of state complaints and the number of new complaints published elsewhere in this report.

Population data source: Australian Bureau of Statistics 2011 Census.