Telco complains have dropped, but digital services are getting worse

Dylan Crismale - Digital Content Editor

Last updated 06 October 2026

The Telecommunications Industry Ombudsman (TIO) has reported that overall telco complaints are down but warns that significant challenges remain.

During the the FY2025-26 period the TIO received 53,834 complaints about phone and internet problems, down by 6.5% compared to the previous financial year.

No or delayed action by providers and service and equipment fees were the most common complaints for the financial year although decreased by 4.7% and 4% respectively.

Four of the top 10 issues saw increases compared to the previous financial year.

TIO Annual Report FY2025-26: Top 10 issues

Complaint issue	# of complaints	Change from FY2024-25
No or delayed action by provider	33,165	-4.7%
Service and equipment fees	19,771	-4%
Inadequate fault testing	7,143	10.8%
No phone or internet service	6,729	-7.8%
Intermittent service or drop outs	6,187	-6.4%
Delay establishing a service	4,719	10.2%
Non-financial loss - not privacy	4,651	22.7%
Slow data speed	4,076	1.6%
Failure to cancel a service	4,057	-15.2%
Resolution agreed but not met	3,276	-15.7%

This included a 22.7% increase for non-financial loss - not privacy. Common issues included connection delays, ongoing outages, poor coverage and billing errors with consumers seeking refunds, compensation and corrections.

Mobile complaints were the most complained about service type accounting for 46.2% of all complaints.

The TIO also saw a 70% increase in people complaining about unresolved issues with digital services (a total of 1,124). These complaints are outside of the TIO's jurisdiction with digital services including online retailers, marketplaces and social media platforms.

The Ombudsman Cynthia Gebert is calling for the TIO's remit to be expanded to cover the issues.

“Consumers are frustrated because they are hitting AI brick walls when they need help with their social media accounts. They are turning to the media for help because they have nowhere else to go. The TIO already hears from consumers and small businesses falling through the cracks. They are unable to get fair outcomes when internal dispute resolution offered by social media companies falls short.

“We need an Ombudsman to play a vital role in increasing trust and confidence in the digital economy and providing individual redress to consumers when things go wrong." said Gebert

The TIO is calling for reform to strengthen consumer protections including:

Clear minimum reliability standards so telco consumers can know what to expect
Baseline compensation arrangements where telcos fail to meet those minimum standards
Protections that keep pace with community expectations as they change
Accessible external dispute resolution for digital service users by expanding the TIO's remit

If you have an issue with your mobile 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.

SOURCES

1. Telecommunications Industry Ombudsman. "Annual Report 2025-26: Meeting challenge with intent." October 2026.

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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