Yet iiNet - which describes itself as "Australia's second largest DSL broadband provider" - says the number of complaints to the TIO by its customers fell during that period.
"iiNet's success has been built on a foundation of customer focus and a unique service culture so any reduction in complaints in this climate is a step in the right direction," said iiNet chief customer officer Maryna Pienaar.
The fact that the company has a chief customer officer does indicate that it takes seriously its responsibilities in this area.
"We don't pretend that we always get it right, so we're continually looking for new ways to improve the customer experience with a commitment to managing customer credit issues on a personal level," she added.
What's the answer? See page 2.