The Telecommunications Industry Ombudsman (TIO) has found financial hardship and financial loss are the two key issues in its latest quarterly complaints report, with more people seeking compensation.
During the reporting period for January to March 2026, the TIO received 14,002 complaints — a similar number to the previous quarter.
There was a significant 32.7% increase in financial loss complaints. Financial loss complaints are where someone is losing money or taking on costs because of an issue with their phone or internet. While on the decline in the previous quarter, financial hardship issues increased by 25.3%.
Ombudsman Cynthia Gebert pointed to the issue of problems cascading.
“Across complaints, we often see a single phone or internet problem turn into many," said Gebert.
"People might start with a connection problem and end up being unable to work. We also hear from people who need a payment plan but can’t get one they can afford, ending up deeper in debt. By the time people reach us, a single setback could have turned into real financial stress."
"The ask is for telcos is to communicate earlier and more regularly with their customers, to build trust and reduce the need for escalation. Where possible, telcos should also consider being proactive by identifying and fixing problems before customers raise them."
Complaints for mobile services rose this quarter by 5.7% to a total of 6,379 complaints.
Some of the mobile complaints that saw increases included:
- Delays in setting up mobile services, up 31% (418 complaints)
- No phone or internet service, up 25% (540 complaints)
- Poor coverage, up 16% (781 complaints)
The Samsung Triple Zero compatibility issue with devices needing to be updated or replaced because they can't connect to Triple Zero saw 119 complaints, down from 185 complaints in the previous quarter.
Turning to complaints by telco, seven of the top 10 telcos saw fewer complaints this quarter. Conversely, Superloop, Lyca Mobile and Optus all saw increases of 67.3%, 16.1% and 2.4% respecitvely.
The TIO says the majority (91.8%) of Superloop's complaints were about its internet service. In particular, customers were concerned regarding the telco's 30-day cancellation notice period. Lyca Mobile's were related to failed service activations and poor customer support.
If you have an issue with your phone or internet plan, the first step is to contact your telco. If they don't resolve the issue or you're unhappy with the resolution, you can file a formal complaint with the TIO.
You can lodge complaints to the TIO at www.tio.com.au or over the phone on 1800 062 058.
If you are experiencing payment difficulties, you can contact:
- Financial Counselling Australia
- The National Debt Helpline on 1800 007 007
Further information about assistance paying your phone or internet bill is available from the ACMA.
Dylan Crismale
Digital Content Editor
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