New data shows loss of trust in telcos

Dylan Crismale - Digital Content Editor

Last updated 25 September 2025

The Australian Communications Consumer Action Network (ACCAN) has released new national research as part of its ongoing consumer sentiment tracker.

Following the findings, ACCAN, which is Australia's leading communication consumer advocacy group, has reiterated calls for urgent reform of the Telecommunications Act 1997.

The second release of data points to trust in mobile and internet providers getting lower. The data, which was collected between August 19 and September 2, found 43% of consumers do not trust their mobile or internet provider to act in their best interest (up from 41% in July).

Consumers are wary of being upsold, with 47% not trusting their telco to recommend the best plan to suit their needs, rather than the most expensive, also up from 42% in the preceding February to March period. 48% don't trust that their provider is working to keep costs low (up from 45%).

The tracker also found evidence of poor sales practices across mobile services, including:

21% of consumers felt pressured to purchase a more expensive plan than they wanted
30% of consumers reported that the coverage they receive is different to what they were told
42% of consumers experienced unexpected changes to their contract

This release of consumer sentiment tracker data was collected before last week's Optus Triple Zero outage across three states. Optus was also handed down a $100 million fine this week for "unconscionable conduct" in sales practices that harmed more than 400 customers.

ACCAN chief executive Carol Bennett said, “These figures will come as no surprise to many Australians who have experienced pushy sales tactics, bill shock, or services that don’t deliver what was promised. This is not how trust is built.”

If you have complaints about your service, you should first try to raise them with your telco. If action isn't taken, you can escalate to the Telecommunications Industry Ombudsman at www.tio.com.au or via phone at 1800 062 058.

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Dylan Crismale

Digital Content Editor

Dylan Crismale is a Digital Content Editor at WhistleOut, has been writing for almost a decade across a variety of Australian publications. He previously worked as a writer at Finder covering energy, internet and mobile plans. Dylan is passionate about finding the best deals to save people money and educating people about tech. When he's not sat at his desk Dylan loves working out, bingeing TV and hanging out with friends.

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