A new report by the Telecommunications Industry Ombudsman (TIO) has found telcos are failing to consistently support customers in financial hardship and at times making financial stress worse.
Titled Keeping connected: Experiences of telco consumers in financial hardship, the report follows the first full year since the Telecommunications Industry Standard on Financial Hardship was introduced.
The TIO reviewed over 900 complaints about financial hardship that were referred to it between April 1 2024 and March 30 2025.
The report detailed three findings:
- Telcos have a responsibility to help consumers stay connected to an essential service and manage their bills
- Telcos need to do more to comply with financial hardship obligations
- Telcos are contributing to financial hardship
As part of its investigations, the TIO found telcos were unequipped to deal with demands in requests for payment assistance, refused payment extension requests, and even continued to charge unemployed customers for services they had suspended.
Ombudsman Cynthia Gebert said, "People may be just managing their basic living expenses like food, rent, and petrol, and be one unexpected phone bill or life event away from falling into hardship. It’s at these critical moments that accessing the support you’re entitled to from your telco is more important than ever – so you can manage your bills and stay connected."
In the financial year ending June 2025, complaints about financial hardship reached some of the highest numbers since the beginning of the pandemic. Complaints about financial hardship increased by 87.6% in quarter two of FY25 and by 73.4% in quarter three of FY25 compared to the same periods in the previous financial year.
Mobile services were disproportionately represented, making up 68.1% of financial hardship complaints to the TIO.
In July, the Australian Communications and Media Authority (ACMA) issued formal warnings to four telcos that did not adequately inform consumers of assistance options or how to ask for help.
In response to the TIO's findings the Australian Communications Consumer Action Network Limited (ACCAN) is calling on the ACMA to conduct an audit of telco complaince.
In a statement, ACCAN said "With more than a year since the Standard was introduced, and clear evidence of harm, this must be treated as a regulatory priority."
You can make complaints to the TIO at www.tio.com.au or via phone at 1800 062 058.
If you are experiencing payment difficulties, you can contact:
- Financial Counselling Australia
- The National Debt Helpline | 1800 007 007
More information about assistance paying your phone or internet bill is available from ACMA.
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Dylan Crismale
Digital Content Editor
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