Complaints by state and region

Victorians were the most likely consumers to make complaints in major cities, regional areas and remote areas in 2014-15. Residents in Victoria made 5.9 complaints per 1,000 people, which included 6.3 per 1,000 in major cities and 4.8 per 1,000 in regional areas.

ACT residents were the next most likely to make complaints, with 5.4 complaints per 1,000 people, and NSW with 5.1 complaints per 1,000 people.

In 2014-15, complaints about poor contract information were most common in major cities around Australia. We record these issues when a consumer tells us that the information that they were given before they entered into a contract with a telco was wrong or inadequate. Some examples can include:

  • consumers discovering that the charges for a new service are different to what was advised by a salesperson, and
  • features of the service consumers were promised are not enabled or were not part of the service.

Consumers in regional and remote areas were more likely to make complaints about disputed bills and connection delays.

State Area Total new
complaints
Complaints per
1,000 people
Vic  Major Cities 25,311 6.3
Regional 6,268 4.8
Remote 22 5
Total
31,601
5.9
ACT Major Cities 1,924 5.4
Total 1,924 5.4
NSW  Major Cities 27,688 5.4
Regional 7,579 4.4
Remote 88 3
Total 35,355 5.1
SA  Major Cities 6,362 5.5
Regional 1,502 4
Remote 180 3.2
Total 8,044 5.1
Qld  Major Cities 12,961 4.8
Regional 5,982 4
Remote 234 2.2
Total 19,177 4.4
Tas Regional 1,944 4
Remote 27 4
Total 1,971 4
WA Major Cities 7,005 4.1
Regional 1,313 3.4
Remote 407 2.7
Total 8,725 3.9
NT  Regional 524 4.5
Remote 138 1.5
Total 662 3.1

New complaints per 1,000 consumers

Map of Australia showing breakdown of complaint numbers by state

Region
Mobile
Internet
Landline
Total
Major cities
2.6
1.4
1.4
5.4
Regional
1.6
1.1
1.5
4.3
Remote
1.0
0.6
0.8
2.4

About these statistics

We have matched our complaint statistics data to Australian Bureau of Statistics (ABS) 2011 census and Remoteness Structure data. We capture most consumers’ residential postcodes when we record a new complaint.

For the purposes of this report we consolidated the main remoteness structure regions into three: major cities, regional (inner regional + outer regional) and remote (remote + very remote).

More information about ABS statistics can be found on the ABS website.