ACMA calls out Starlink over complaints

Alex Choros - Managing Editor + Group Telco Editor

Last updated 23 May 2025

Communications and media regulator ACMA has issued a formal warning to Starlink for failing to comply with telco industry rules relating to the record-keeping of complaints.

Under the rules, mobile and internet providers with at least 30,000 active services are required to file reports with ACMA no later than 30 days after each quarter. Starlink failed to provide the required reports within the allocated timeframe on four occasions between October 2023 and July 2024.

ACMA member Samantha Yorke says it's important that the regulator gets timely and accurate records of complaints, as the data reveals issues facing consumers and identifies trends across the industry.

"Starlink’s failure to submit the required complaints reports in a timely way hampered the ACMA in its role of monitoring whether Starlink is meeting its obligations towards consumers," said Yourke.

ACMA says Starlink has since provided the outstanding reports. These reports are used by ACMA to publish rankings of telcos based on their customer complaint handling metrics. Ironically, Starlink fares very well in these.

Starlink is the second least complained-about telco, with just four complaints per 10,000 services. Aussie Broadband gets nine complaints per 10,000 services, and Telstra 32, for comparison.

Starlink was also in equal first for the time taken to resolve a complaint, averaging one day. And only 13.8% of Starlink complaints were referred to the TIO.

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Alex Choros

Managing Editor + Group Telco Editor | X | Instagram | Threads | LinkedIn

Alex Choros is the Managing Editor of WhistleOut Australia and an award-winning journalist. He's been writing about consumer technology for over a decade and is an expert on the Australian telco sector, to the point where he knows far too many phone and internet plans by heart. In addition to leading the WhistleOut editorial team, Alex is responsible for ruining the office Sonos with his troubled taste in music.

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