Wednesday, 18 October 2017 10:43

Internet Australia hits out at ‘dramatic surge’ in telecoms complaints Featured


Internet Australia says the “dramatic surge” in complaints by consumers and small business about telecommunications services, particularly Internet services, is unacceptable and must be urgently addressed by the entire retail and wholesale supply chain.

IA chairman Dr Paul Brooks says the increasing levels of complaints underscores the need to implement the Telecommunications Industry Ombudsman's proposal to expand its Terms of Reference2  to explicitly include wholesale suppliers and service intermediaries into its information and investigation processes.

Dr Brooks (below, right) says this would enable the TIO to require wholesale providers, aggregators and other providers to take action to resolve customer issues “instead of fobbing people off onto their retail provider, who is frequently unable to solve a customer’s problem”.

“This is urgent and overdue, and would help hold wholesale network providers to account when their actions impact an end-user customer,” he stressed.

IA, the body representing the interests of Australian Internet users, weighed into the issue of complaints by consumers and small business in the annual report of the Telecommunications Industry Ombudsman released on Tuesday.

brookssThe TIO report found that residential consumers and small businesses made 158,016 complaints about telco services to the TIO in the last financial year between 1 July 2016 and 30 June 2017.

And, in the same 12 months complaints about landline phones, mobile phones and Internet services increased by 41.1%.

But while there’s been a rise in complaints about mobile phones, Internet users suffered even more problems and complaints about services delivered over the NBN, with complaints more than doubling over 12 months.

As Dr Brooks points out, complaints about Internet services have soared 64% to 63,892 in a single year, and now represent more than 40% of all TIO complaints, “more than for landline phones or mobile phones for the first time”.

“This clearly reflects the increasing importance Australians place on their online connectivity, and always-on broadband Internet connectivity is rapidly being considered an essential service just as always-on dial-tone is for telephone lines,” he says.

“Broadband services must be reliable and dependable, particularly as the migration to the NBN pushes fixed-line telephone services into operating over the broadband network.”

Brooks says of particular concern to Internet Australia are the complaints classified as “Faults” and “Connection issues”.  

He points to the fact that the proportion of these types of complaints has been steadily rising over the past years. Complaints about service faults have risen from 30.1% of all complaints two years ago to 34.1% last year and increased again to 36.5% in 2016/17.

And complaints about connection problems have risen from 10.5% of complaints two years ago to 14.2% last year and 16.2% in 2016/17.

Dr Brooks also raises serious issues about the NBN, which IA has criticised consistently.

“With NBN services, even accounting for the large increase in service volumes, complaints about service faults and about new connections have both almost doubled in just six months,” he says.

“The massive jump in complaints, particularly for Internet services, should be a serious concern for the entire industry and for the regulators that oversee it. Retail and wholesale providers must lift their game and coordinate better together - customers and end-users cannot be expected to troubleshoot a faulty service, or project-manage a connection attempt. The rate of ‘correct first time’ installations and repairs must improve.

“Most of the TIO complaint types, such as for ‘customer service’ or ‘billing and payment’ issues, are generally limited to the interaction between customer and their retail provider, and the retail provider should take responsibility and fix their processes – these are within the traditional TIO remit.

“Connections and faults, however, often require an increasingly complex chain of retail and wholesale relationships, contracts and providers to get right, particularly with the NBN and wholesale aggregators in the mix. Retail providers often have no control over the quality of the work performed by their wholesale suppliers, or other wholesale suppliers down the chain – including the contractors who work at the customer’s office or house.”

Dr Brooks concludes: “Internet Australia notes the recent round-table meeting held between government, NBN Co and some of the larger providers to address systemic NBN migration problems is a belated step in the right direction, but far too late to help large numbers of customers during this peak migration period, as any improvements in processes will take significant time to become effective.”

Read 6749 times

Please join our community here and become a VIP.

Subscribe to ITWIRE UPDATE Newsletter here
JOIN our iTWireTV our YouTube Community here


The past year has seen a meteoric rise in ransomware incidents worldwide.

Over the past 12 months, SonicWall Capture Labs threat researchers have diligently tracked the meteoric rise in cyberattacks, as well as trends and activity across all threat vectors, including:

Encrypted threats
IoT malware
Zero-day attacks and more

These exclusive findings are now available via the 2022 SonicWall Cyber Threat Report, which ensures SMBs, government agencies, enterprises and other organizations have the actionable threat intelligence needed to combat the rising tide of cybercrime.

Click the button below to get the report.



It's all about Webinars.

Marketing budgets are now focused on Webinars combined with Lead Generation.

If you wish to promote a Webinar we recommend at least a 3 to 4 week campaign prior to your event.

The iTWire campaign will include extensive adverts on our News Site and prominent Newsletter promotion and Promotional News & Editorial. Plus a video interview of the key speaker on iTWire TV which will be used in Promotional Posts on the iTWire Home Page.

Now we are coming out of Lockdown iTWire will be focussed to assisting with your webinars and campaigns and assistance via part payments and extended terms, a Webinar Business Booster Pack and other supportive programs. We can also create your adverts and written content plus coordinate your video interview.

We look forward to discussing your campaign goals with you. Please click the button below.


Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

Share News tips for the iTWire Journalists? Your tip will be anonymous




Guest Opinion

Guest Interviews

Guest Reviews

Guest Research

Guest Research & Case Studies

Channel News