Data collection
The information in this report is sourced from data provided by 9 of the major telcos offering postpaid services in 2019–20. The data was provided by the telcos in response to compulsory notices issued to them by the ACMA under the Telecommunications Act 1997. The data for 2018–19 was sourced under the same arrangements from 11 of the largest telcos at that time.
Only 7 telcos had small business customers in financial hardship and therefore are included in the 2019–20 small business data.
Part 7A of the ACMA Act 2005 constrains the ACMA’s ability to publicly disclose information collected under notice without the consent of the telco which supplied the information. The information provided by the telcos has therefore been aggregated or anonymised, as appropriate, in this report.
All 9 telcos that provided information for this report had a financial hardship policy on their website.
It should be noted, when comparing the results contained in this report to the Customer financial hardship in the telco industry: State of play report 2018–19 we released in March 2020, that report included data sourced from 2 additional telcos, as well as a slight change in the telcos included. Additionally, 2 telcos provided the ACMA with a revised data set for the 2018–19 financial year. Any references to the results for 2018–19 in the current report reflect the revised data set provided to the ACMA.
Data analysis
Data is analysed using descriptive analysis techniques and, as noted in relevant charts, is reported by factors including:
- month of year
- end of previous financial year (June 2019)
- end of current financial year (June 2020)
- percentage
- number per 10,000 customers
- state or territory.
Where appropriate, base sizes are shown in the figure titles and represent the actual number of customers on which the proportions are based.