Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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About our data terms

New complaints: disputes consumers bring to us for the first time.

Conciliations: unresolved complaints where we work with the consumer and provider to reach an agreement.

Investigations: cases where we make a decision after looking at evidence.

Enquiries: cases outside our powers or issues the consumer has not raised with their provider

Issues: problems the consumer raises in a complaint. A complaint may have several issues.

Service types: landline, mobile, internet and mobile premium services.

Disclaimer

These statistics do not reflect credits or adjustments made after billing periods as a result of any case reclassifications.

Minor adjustments were made to our statistics in the migration to our new complaints management system in May 2012. There may be differences in figures for prior years published in previous annual reports. 

Dashboard

Cases at the TIO

Financial year New Complaints Conciliations and Investigations Enquiries
Level 2 Level 3 Level 4
2009-10 167,772 20,013 3,791 413 39,805
2010-11 197,682 17,863 2,415 357 39,928
2011-12 193,702 19,358 401 41 53,131
2012-13 158,652 15,928 471 10 47,016
Change (%)* -18.1 -17.7 17.5 -75.6 -11.5

* from 2011-12 to 2012-13

View Cases at the TIO

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New complaints by year


2009-10 2010-11 2011-12 2012-13
New complaints
167,772 197,682 193,702 158,652
View New complaints by year

New complaints by quarter 2012-13

Jul-Sep 11 Oct-Dec 11 Jan-Mar 12Apr-Jun 12Jul-Sep 12Oct-Dec 12Jan-Mar 13Apr-Jun 13
New complaints51,119 48,043 52,187 42,353 37,77738,28740,02142,567
View New complaints by quarter

Conciliations and investigations by year


2009-10 2010-11 2011-12 2012-13
Conciliations and investigations
24,217 20,635 19,800 16,409
View Conciliations and investigations by year

Conciliations and investigations by quarter


Jul - Sep 11 Oct- Dec 11Jan - Mar 12
Apr - Jun 12
Jul- Sep12
Oct - Dec 12
Jan - Mar 13
Apr - Jun 13
Conciliations and investigations
5,419 4,887 5,188 4,3064,0503,4064,0144,939
View Conciliations and investigations by quarter

New complaints by service type - by year

 2009-102010-112011-122012-13
Internet42,68537,09230,85631,431
Landline46,85946,04037,42533,940
Mobile74,231112,376122,83491,331
Mobile Premium Services3,9972,1742,5871,950
View New complaints by service type - by year

New complaints by service type - by quarter

 Jul - Sep 11Oct - Dec 11Jan - Mar 12Apr - Jun 12Jul - Sep 12Oct - Dec 12Jan - Mar 13Apr - Jun 13
Internet7,5486,7088,6647,9447,2017,3998,0328,799
Landline9,3488,56710,3599,1358,214
7,6938,6759,358
Mobile33,72032,25632,35724,50621,72222,76622,92323,920
Mobile Premium Services503512807768640429391490
View New complaints by service type - by quarter

Conciliations and investigations by service type - by year

  2009-10 2010-11 2011-12 2012-13
Internet 5,764 4,111 2,975 3,192
Landline 8,882 6,631 4,598 4,052
Mobile 9,242 9,754 12,083 9,062
Mobile Premium Services 329 139 144 103
View Conciliations and investigations by service type - by year

Conciliations and investigations by service type - by quarter

 Jul - Sep 11Oct - Dec 11Jan - Mar 12Apr - Jun 12Jul - Sep 12Oct - Dec 12Jan - Mar 13Apr - Jun 13
Internet6886808347737616197861,026
Landline1,0841,0471,2641,2031,0798409441,189
Mobile3,6123,1283,0492,2942,1741,9272,2642,697
Mobile Premium Services3532413636202027
View Conciliations and investigations by service type - by quarter

Top seven issues for new complaints

Top seven issues for new complaints %
Customer service 23.3
Billing and payments 19.3
Faults 18.6
Complaint handling 12.5
Credit management 11.4
Contracts 9.8
Connection 3.1
Others*2.1
View Top seven issues for new complaints

* Others include: transfers, privacy, directories, disability, land access, phonecards and payphones.

Issues in relation to new complaints

Customer serviceBilling and paymentsFaultsComplaint handlingCredit managementContractsConnectionOthers*
%
52.942.737.329.622.822.46.35
View Issues in relation to new complaints

* Others include: transfers, privacy, directories, disability, land access, phonecards and payphones.

New complaints by consumer type - by year

  2009-10 2010-11 2011-12 2012-13
Residential 152,572 174,529 165,905 139,714
Small Business 14,955 22,836 27,008 18,423
Other* 245 317 789 515
View New complaints by consumer type - by year

* Other includes: charity, government and community.

New complaints by consumer type - by quarter

  Jul -Sep 11 Oct -Dec 11 Jan - Mar 12Apr - Jun 12Jul - Sep 12Oct - Dec 12Jan - Mar 13Apr - Jun 13
Residential 43,331 40,958 44,699 36,50033,013
33,965
35,477
37,259
Business 7,517 6,856 7,289 5,6784,625
4,179
4,434
5,185
Other*
271
229
199
175
139
143
110
123
View New complaints by consumer type - by quarter

* Other includes: charity, government and community.


Issues by category

View statistics for all issues recorded in TIO complaints in 2012-13 (opens as an Excel spreadsheet):

Issues for new complaints (excel, 108.5Kb)

Issues for conciliations and investigations (excel, 84Kb)

About our data terms

New complaints: disputes consumers bring to us for the first time.

Conciliations: unresolved complaints where we work with the consumer and provider to reach an agreement.

Investigations: cases where we make a decision after looking at evidence.

Enquiries: cases outside our powers or issues the consumer has not raised with their provider

Issues: problems the consumer raises in a complaint. A complaint may have several issues.

Service types: landline, mobile, internet and mobile premium services.

Disclaimer

These statistics do not reflect credits or adjustments made after billing periods as a result of any case reclassifications.

Minor adjustments were made to our statistics in the migration to our new complaints management system in May 2012. There may be differences in figures for prior years published in previous annual reports.