Complaints to the Telecommunications Industry Ombudsman (TIO) have held steady overall, yet the latest quarterly data reveals deeper issues that go beyond numbers—pointing to communication breakdowns between providers and the people they serve.
In the third quarter of FY25, the TIO received 15,385 complaints from residential and small business consumers — a minor 0.6 per cent increase compared to the previous quarter. However, complaints related to financial hardship surged 71.9 per cent year-on-year, underlining how cost-of-living pressures are affecting access to essential services.
Many of these hardship-related complaints involved telcos refusing payment plans, offering repayment terms that weren’t manageable or suitable, or disconnecting services too quickly.
As Cynthia Gebert, Telecommunications Industry Ombudsman, explained, “Financial hardship remains a real concern for consumers contacting the TIO and its impacts can be severe. What our data reveals is that telcos still have work to do in terms of providing tailored support and repayment options for people that reflect their individual circumstances – there’s no ‘one-size-fits-all’ solution. Disconnection or suspension of essential telco services should absolutely be a last resort.”
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Complaints from small businesses also rose for the second consecutive quarter, climbing 6.9 per cent with 1,767 complaints recorded. Many of these were linked to service issues in the wake of the 3G network shutdown — particularly poor mobile coverage and intermittent dropouts, both of which can seriously hinder a small business’s ability to function.
“What we’re hearing from small businesses is how serious the impact of persistent mobile and internet problems is on their ability to provide good customer service and operate efficiently,” Gebert said. “It’s impacting people’s livelihoods and something telcos should be working closely with their small business customers to address.”
While mobile and internet complaints still make up the bulk of issues — at 43.9 per cent and 40.6 per cent respectively — mobile complaints have dipped slightly since the previous quarter. However, the rise in inadequate fault testing complaints (up 26.9 per cent) and poor coverage reports (up 25.3 per cent) highlights ongoing frustrations, especially in areas where expectations aren’t being met.
In today’s connected world, resolving these challenges isn’t just about fixing technical faults. It also means communicating better — through clear updates, realistic timelines and accessible customer support. Whether it’s through social media, call centres or on-the-ground teams, consumers need to feel heard.
As the data shows, trust is fragile. For telcos, rebuilding it will require action, not promises.
Adrianne Saplagio is a Content Producer at Comms Room, where she combines her passion for storytelling with her expertise in multimedia content creation. With a keen eye for detail and a knack for engaging audiences, Adrianne has been instrumental in crafting compelling narratives that resonate across various digital platforms.
