Telco complaints-handling performance

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.

• Complaint rates: Average complaints to telcos per 10,000 services fell from 46 to 45.
• Resolution times: The average days to resolve complaints fell from 6.2 to 6.1.
• TIO complaints vs. provider complaints: Previously ‘TIO escalation rate’. Rates of complaints being escalated to the Telecommunications Industry Ombudsman (TIO) increased from 6.9% to 7.1%.

Notes:

• Tables show telcos with 30,000 or more services except where indicated.
• Complaints per 10,000 services is calculated by dividing the number of complaints reported by the corresponding number of services for a telco and multiplying by 10,000.
• Some telcos only provide one type of service, while others operate across multiple service categories.
• Some telcos report separately for different brands (for example, Vodafone reports separately for its brand Kogan Mobile), while others, like Telstra with Belong, and Optus with Coles Mobile, report collectively.
• View the glossary of terms.

This ranking shows how many complaints a telco received for every 10,000 services they supplied during the quarter.

A higher number means a larger proportion of the telco’s customers made a complaint.

Complaints per 10,000 services: All services

This ranking shows the average number of days it took each telco to resolve complaints during the quarter. 

A higher number means the telco took longer to resolve complaints.

Average days to resolve a complaint

Complaints can be made to the TIO by a customer to receive further support in resolving a complaint with their telco.

This ranking shows the ratio of complaints made to the TIO vs. complaints made directly to the provider by the telco's customers. Higher percentage means a larger proportion of customers seeking external dispute resolution from the ombudsman for that telco.

TIO complaints vs. provider complaints

Excludes NBN.

Complaints per 10,000 services: Non-NBN services

Telcos in this table may have fewer than 10,000 services of this type

Complaints per 10,000 services: NBN services

Telcos in this table may have fewer than 10,000 services of this type

Complaints per 10,000 services: Mobile services

Telcos in this table may have fewer than 10,000 services of this type

You can also view the action we’ve taken on telco consumer protections in January–March 2025.

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.

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. 

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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.

You can download the data files for this report. If you are having trouble accessing any information, please contact us.