More Aussies want compensation for telco issues, says TIO

Fergus Halliday - Digital Content Editor

Last updated 13 November 2025

Aussies are expecting more than just a fast resolution when it comes to telco troubles, with the latest Complaints Data Report from the Telecommunications Industry Ombudsman (TIO) revealing an increase in complaints of 1.1% on the previous quarter.

Over the period beginning in July and ending in September 2025, a total of 13,547 Aussie consumers turned to the TIO for help. Mobile services made up 44.2% of these complaints, while internet providers accounted for 39.9%.

When it came to the most prevalent problems that the TIO tracks, Aussies asking for compensation for non-financial losses like time, stress, or privacy recorded the biggest increase of 16.7% when compared to the previous quarter.

TIO Ombudsman Cynthia Gebert called out this shift in attitudes on the part of Australian consumers.

“When people face repeated phone and internet failures, they expect their telco to make it right. Sometimes this means compensation,” said Gebert.

“We’re seeing more people ask for payments because the stress and disruption caused by phone and internet problems is simply too high.”

These findings come a number of months after the industry-funded ombusman issued a warning over the number of Aussies left in financial distress over higher telco bills.

On a more positive note, the latest TIO report also documented a decline in reports of intermittent service and dropouts by 16.1% when compared to the previous quarter.

Complaints over a total loss of phone or internet service were also down 14.6%, while slow data speeds declined by a similarly-sized 11.7% when compared to the previous quarter.

The figures, when it came to regional areas specifically, were even more promising. On this particular front, with reports of slow data speed, intermittent services and poor mobile coverage all down by over 20%.

Gebert framed this trend towards more reliable service in rural areas as an encouraging sign.

“Regional Australia deserves reliable service, and it is encouraging to see less people contacting my office about their services not working the way they should,” she said.

Even so, Gebert was quick to double down on the big picture.

“Mobile complaints are still going up,” she said.

“This tells us telcos need to act to restore confidence in mobile services. People are telling us loudly and clearly, they need to know their mobile services will work when it's most important, including to contact emergency services.”

Citing the government’s impending social media ban, Gebert argued that the need for a fair and independent body that deals with digital issues “is becoming more and more urgent” and that the TIO would be happy to take on that responsibility if given the opportunity to do so.

“The TIO is ready to step into the role of a Communications Ombudsman to close the gap in digital platform protections,” she said.

Fergus Halliday

Digital Content Editor

Fergus Halliday is a journalist and digital content editor at WhistleOut Australia. He’s written about technology, telecommunications, gaming and more for over a decade. He got his start writing in high school before interning at magazines like CRN Australia and freelancing for publications like the AU Review, Gizmodo, Kotaku, GamesHub, Press Start, ScreenRant, Superjump, Nestegg, and more.

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