UPDATE: Australians are facing a crisis with digital platforms, experiencing unprecedented account lockouts, unexpected fees, and unresolved disputes. A shocking report from the Telecommunications Industry Ombudsman (TIO) reveals that over 1,500 complaints were filed in just the first half of 2025, marking a staggering 26% increase from the same period in 2024 and an alarming 47% rise compared to 2023.
The report, titled Digital Platforms Complaints Insights, highlights systemic issues plaguing major tech companies. Account access problems account for 36% of complaints, many stemming from automated bans and hacking incidents. As the under-16s social media ban rolls out, experts warn these issues are set to escalate.
Among the distressing cases detailed in the report, a small-business owner named Jacob had his social media account hacked, with the attacker demanding a ransom of $5,000 to regain access. “This is my main income source; I’m terrified for my business,” Jacob shared. In a separate case, Zuri’s family faced financial stress when an accidental in-app purchase exceeded $700.
The TIO’s findings reveal that 71% of complaints involve tech giants like Google, Microsoft, Apple, Hubbl, and Meta, with Google cited most frequently. Fees and charges disputes make up 34% of the complaints, while issues related to faulty products account for another 25%.
Despite the rising complaint volumes, the TIO admits it is powerless to assist with these disputes due to regulatory gaps. “Unlike telecommunications issues, we don’t have the power to help resolve their digital platform disputes,” said Cynthia Gebert, Ombudsman. “A Communications Ombudsman needs to be established to ensure consumers have access to justice when digital platforms fail them.”
The frustration is palpable among Australians who feel abandoned by automated systems. Many reach out to the TIO after exhausting all self-help options, often facing unresponsive chatbots and lengthy email exchanges. “When things go wrong online, the cost is profound — people and small businesses are losing time and money,” Gebert stated.
The report calls for urgent action as the lack of accountability from digital platforms is eroding trust in the digital economy. The TIO warns that locking users out of accounts can have “wide-reaching impacts” on both personal and professional lives, especially for small businesses that rely heavily on digital services.
As the government pushes for voluntary internal dispute resolution standards by July 2024, the TIO confirms these measures are still under development. With complaint volumes rising yearly and platforms showing little improvement in handling disputes, the urgency for a solution has never been greater.
Consumers are increasingly frustrated as they navigate a confusing system where help is often contingent on whether their issues are linked to telecommunications providers. The TIO’s findings underscore the need for a new framework to protect users and ensure digital platforms meet minimum complaint-handling standards.
With the digital landscape evolving rapidly, the TIO urges the establishment of a Communications Ombudsman to provide a clear and effective channel for consumers facing these challenges. “This isn’t just about individual cases; it’s about restoring trust in the entire digital economy,” Gebert concluded.
As Australians grapple with these persistent issues, the call for accountability and better support from digital platforms has never been more urgent. The rising complaints not only highlight individual struggles but also signal a critical moment for change in the digital economy.
