In its latest annual report, the Telecommunications Industry Ombudsman (TIO) revealed that while overall complaints about telecommunications services remained steady, issues related to mobile services and financial strain among consumers have significantly increased. The report for the financial year 2024-2025 highlighted that mobile services accounted for 44.7 percent of all complaints.
The shutdown of 3G networks contributed to a rise in mobile disruptions, but reliability issues were already a concern prior to the shutdown. Notably, reports from individuals without a functioning mobile service surged by 69.2 percent compared to the previous year. Complaints regarding poor mobile coverage also rose, increasing by 25.2 percent.
Financial Hardship Complaints Surge
The report further indicated a troubling trend in financial hardship complaints, which increased by 46.1 percent from the prior financial year. A significant portion of these complaints, 66.9 percent, were related to mobile services, which is notably higher than their overall share of complaints across the sector. The states most affected were Victoria, with 647 complaints, and New South Wales, with 544 complaints.
This data reinforces findings from the TIO’s systemic report issued in August 2025, which indicated that support for customers facing financial hardship was lacking. The TIO continues to receive the majority of complaints from the three largest telecommunications providers: Telstra, Optus, and Vodafone.
Despite a slight decrease in complaints for both Telstra and Optus—down 3.2 percent and 6.7 percent respectively—there has been an increase in unresolved complaints across all providers. Those returning to the TIO after their initial complaint was not resolved rose by 36.9 percent compared to last year.
Ombudsman’s Insights on Ongoing Challenges
Ombudsman Cynthia Gebert provided insights into the challenges faced by consumers. “It’s encouraging to see complaint levels are steady, but persistent problems show more needs to be done to prevent us seeing the same issues frustrating people each year,” she stated. Gebert emphasized the importance of reliable mobile services, saying, “When you can’t rely on your mobile connection, that’s not just frustrating; it can put the brakes on your life. Your mobile is your link to safety, support, and everyday life.”
Gebert further noted the significant rise in financial hardship complaints, indicating that many consumers are still under considerable pressure. “For our sector, and this includes the TIO, we need to give people tailored support that keeps them connected and helps them manage bills,” she concluded.
As the telecommunications landscape continues to evolve, the TIO’s findings underscore the urgent need for improved service reliability and enhanced support for consumers facing financial challenges. The ongoing dialogue between service providers and the TIO will be crucial in addressing these persistent issues.
