Wednesday, 17 October 2018 05:10

Complaints about mobile services top the TIO list Featured

Complaints about mobile services top the TIO list Pixabay

Nearly a third (30.6%) of the complaints received by the Telecommunications Industry Ombudsman from residential customers and small businesses in the financial year 2017-18 related to mobile phone services.

The 512,328 complaints about mobiles were followed by complaints about multiple services (49,875 or 29.7%) and Internet services (46,703 – 27.8%).

Landline phone services attracted 18,736 complaints (11.2%) while complaints relating to property totalled 1189 (0.7%).

The top five complaint issues for the year were about:

  • No action or delayed action by a service provider to resolve phone or Internet issues – 34.1% per cent of total complaints;
  • Disputed charges for service or equipment fees – 25.5%;
  • Delays connecting to, or changing, service providers – 12.8%;
  • No service at all, including no Internet connection or no dial tone on a phone service – 12.5%; and
  • Service dropouts, or instances where the service worked one day but not the next – 10.1%.

State-wise break-up (in alphabetical order):

  • The Australian Capital Territory accounted for 1.5% of total complaints, a year-on-year decrease of 5.6%;
  • NSW accounted for 31.6% of total complaints, a year-on-year increase of 4.9%;
  • The Northern Territory accounted for 0.6% of total complaints, a year-on-year decrease of 0.1%;
  • Queensland accounted for 19.6% of total complaints, a year-on-year increase of 13.2%;
  • South Australia accounted for 7.5% of total complaints, a year-on-year increase of 1.1%;
  • Tasmania accounted for 1.8% of total complaints, a year-on-year increase of 0.7%;
  • Victoria accounted for 28.4% of total complaints, a year-on- year increase of 9.3%; and
  • Western Australia accounted for 9% of total complaints, a year-on-year increase of 10.7%.

WEBINAR event: IT Alerting Best Practices 27 MAY 2PM AEST

LogicMonitor, the cloud-based IT infrastructure monitoring and intelligence platform, is hosting an online event at 2PM on May 27th aimed at educating IT administrators, managers and leaders about IT and network alerts.

This free webinar will share best practices for setting network alerts, negating alert fatigue, optimising an alerting strategy and proactive monitoring.

The event will start at 2pm AEST. Topics will include:

- Setting alert routing and thresholds

- Avoiding alert and email overload

- Learning from missed alerts

- Managing downtime effectively

The webinar will run for approximately one hour. Recordings will be made available to anyone who registers but cannot make the live event.



Security requirements such as confidentiality, integrity and authentication have become mandatory in most industries.

Data encryption methods previously used only by military and intelligence services have become common practice in all data transfer networks across all platforms, in all industries where information is sensitive and vital (financial and government institutions, critical infrastructure, data centres, and service providers).

Get the full details on Layer-1 encryption solutions straight from PacketLight’s optical networks experts.

This white paper titled, “When 1% of the Light Equals 100% of the Information” is a must read for anyone within the fiber optics, cybersecurity or related industry sectors.

To access click Download here.


Sam Varghese

website statistics

Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.



Recent Comments