2014-15 snapshot

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124,417 New complaints received, 11,873 conciliations closed and 19 telcos referred to the ACMA for non compliance

Complaint numbers

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New complaints down 10.5%

Consumer satisfaction

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Most consumers who contacted us in 2014-15 were satisfied with our service and the outcome of their complaint. When a consumer brings a new complaint to us, we refer it back to the provider for a final chance at resolution. Most of our complaints are solved this way, and consumers are happy with this process.

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The principle of accessibility - a benchmark for industry-based dispute customer resolution services - requires us to promote our services, be easy to use and have no cost barriers. We raise awareness about our service to make it easier for consumers to know what to do if they have a problem with their telco services.

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We fulfil our role of being an independent voice by making recommendations to public inquiries or reviews about issues that affect telco consumers and providers.

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