2014-2015 Annual Report
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TIO Annual Report 2015 TIO logo

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  • About us
    • About the TIO
    • Board Chair's message
    • Ombudsman's message
    • Governance
    • Goals and achievements in 2014-15
    • Our people
  • Performance
    • Performance snapshot
    • Complaint numbers
    • Timeliness of TIO services
    • Quality of TIO services
    • Consumer satisfaction
    • Accessibility
    • Ombudsman decisions
    • Submissions and publications
    • Our members
    • Telco complaint statistics
  • Complaint trends
    • TIO complaint trends
    • Complaint outcomes
    • Complaints by state and region
    • Systemic issues
    • Industry code report
    • NBN report
    • Non-compliance
    • Case studies
      • Landline and internet connection delay
      • Faulty SIM while travelling overseas
      • Authority to renew small business contract
      • In-app purchases
      • Excess usage charges
      • NBN migration and copper disconnection
      • Disclosure of silent numbers
  • Financials
    • Statement of comprehensive income
    • Statement of financial position
    • Statement of changes in equity
    • Statement of cash flows
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124.4k new complaints in 2014-15
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85% of contacts dealt with in one business day, 91% of consumers satisfied with TIO handling of referrals, and 10.5% reduction in new complaints
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Complaint numbers by state and territory
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Telco complaint statistics: Telstra down 4.3%, Vodafone down 46.2%, Optus up 31.5%, TPG down 5.4%, iiNet up 26%, Dodo up 17.3%, Virgin down 38.9%, Vaya up 288.4%, M2 Commander up 73.6%, and iPrimus up 18.5%
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