You can view and interact with this report to compare telco data submitted to the ACMA since September 2018. Data can be viewed by quarter or financial year, about:
- services
- complaints
- time taken to resolve complaints
- escalated complaints (referred to telcos by the Telecommunications Industry Ombudsman).
The data in this report is important to our work as an evidence-informed regulator. It helps us with policy development and compliance strategies. It also provides valuable information to our stakeholders.
View the report
You can view this report in full-screen mode by clicking on the arrows icon in the top right-hand side of the report window.
Navigate pages by clicking the buttons.
If you’re having trouble viewing or using the report, please a try a different web browser or contact us.
About the telco data
Large and medium-sized telcos with 30,000 or more services send us data about the complaints they receive. We collect this data under the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.
The data includes:
- the number of complaints received for each type of service
- the time taken to resolve complaints
- details of certain complaint types
- the NBN access technology the customer is using.
The data helps us to identify areas of telcos’ complaints-handling performance that we need to look at more closely.
It also provides transparency to industry, consumers, and government.
Telco-specific reporting
Following recent changes, we will publish information about the performance of individual telcos. This includes ranking telcos based on key information. We will start with data from July to September 2024 and aim to publish in December 2024.
Data quality and updates
We check the data before publication, with any issues taken up with telcos.
We may also update historical data if needed, following corrections made by telcos or us after release.
Accessible data files
You can download the data files for this report. If you are having trouble accessing any information, please contact us.
