Telco complaint statistics
The publication of TIO new complaint statistics for telcos reflects our commitment to transparency and independence. Complaint numbers about different service types are likely to reflect the service offering of the telco. There is no adjustment for the number of customers or services in operation during the reporting period.
"Big three" providers
Telstra, Vodafone and Optus accounted for 75 per cent of all new complaints we received in 2014-15. These providers have the largest number of subscribers in the Australian telecommunications industry.
New complaints about Telstra decreased 4.3 per cent to 55,529 in 2014-15, with sharp decreases in mobile and internet services. New landline complaints decreased by 3.9 per cent. Telstra has informed the TIO that during this period it increased its services in operation by more than 850,000.
Vodafone new complaints decreased 46.2 per cent to 19,311 in 2014-15 compared to 35,876 in 2013-14. This is its lowest complaint level since 2009-10.
Vodafone’s reductions were driven by fewer issues about coverage, excess data charges and poor contract information.
Optus new complaints increased by 31.5 per cent to 18,601 in 2014-15, compared to 14,144 in 2013-14. This is Optus’ first complaint increase in five years. Internet service complaints increased 52.4 per cent, followed by a 35.2 per cent increase in landline new complaints and a 24.1 per cent increase in mobile new complaints.
Providers with 1,000-10,000 complaints
Most providers with 1,000-10,000 complaints recorded increases in 2014-15. These providers made up 14.9 per cent of TIO new complaints in the financial year.
TPG was one of only two providers in this category to record a decrease in new complaints in 2014-15. Its new complaints decreased by 5.4 per cent to 4,501, compared to 4,759 in 2013-14.
A decrease in new complaints about disputed service charges for internet and landline services appears to have contributed to its overall decline in new complaints.
New complaints for iiNet rose 26 per cent to 3,844 in 2014-15, compared to 3,051 in 2013-14. New internet complaints increased 32.8 per cent, new mobile complaints increased 30.4 per cent and new landline complaints increased 15.3 per cent.
The increase in iiNet new complaints can be attributed to issues with internet and mobile fault repair delays, slow data speed and disputed service charges.
Dodo new complaints increased 17.3 per cent to 3,737 in 2014-15, from 3,187 in 2013-14. Dodo new complaints for internet services increased 27.7 per cent and landline new complaints increased 10.3 per cent.
The rise was also influenced by increases in new complaints about slow data speed, poor contract information and delayed internet and mobile repairs.
Virgin new complaints fell by 38.9 per cent to 2,115 in 2014-15, compared to 3,460 in 2013-14. New complaints about each of the service types Virgin offers decreased more than 30 per cent. Virgin customers also made fewer coverage, excess data and disputed bill complaints.
Vaya new complaints increased 288.4 per cent during 2014-15 to 1,635 compared to 421 in 2013-14. New complaints about mobile services increased 307.1 per cent in the financial year.
Increases in new complaints about excess data charges, disputed bills and usage notifications also pushed up new complaints for Vaya.
Complaints about Vaya began to decrease in the last quarter of the financial year and have continued to decrease since July 2015. Vaya has told the TIO that it has made an increased investment in customer service from this period.
Vaya has also informed the TIO that its customer base increased by 174 per cent between July 2013 and June 2015.
M2 Commander new complaints increased 73.6 per cent to 1,500 in 2014-15, compared to 864 in 2013-14. There was an 88.3 per cent increase in new complaints for landline services, a 58.3 per cent increase in new internet complaints and an 18 per cent increase in new mobile complaints.
M2 Commander also saw increases in new complaints about disputed bills, poor contract information and disputed service charges.
iPrimus new complaints increased 18.5 per cent to 1,270 in 2014-15, compared to 1,072 in 2013-14. There was a 21.9 per cent increase in new internet complaints, an 18.8 per cent increase in new mobile complaints and a 15.7 per cent increase in new landline complaints.
An 85.2 per cent increase in new complaints about landline repair delays also appears to have contributed to iPrimus' increase during 2014-15.