UPDATE: A shocking new report from the Telecommunications Industry Ombudsman (TIO) reveals a dramatic rise in complaints about digital platforms, with over 1,500 people seeking assistance since 2023. This surge underscores a growing crisis affecting users of major tech companies like Google, Microsoft, Apple, Hubbl, and Meta.
The report, titled Digital Platforms Complaints Insights, indicates that complaints have skyrocketed by nearly 30% in 2024, and numbers for 2025 continue to climb. The urgency of this situation cannot be overstated, as users increasingly struggle to resolve issues with these tech giants, who possess the resources to help but often fall short.
Key findings reveal that complaints are predominantly about:
– 36% related to account access issues, including blocks and bans
– 34% concerning fees and charges disputes
– 25% linked to faulty products and services
Cynthia Gebert, the Ombudsman, highlighted the profound impact on users, stating, “When things go wrong online, the cost is profound: people and small businesses are losing time and money.” Many individuals are turning to the TIO for help after facing unhelpful chatbots and automated responses from these platforms.
The report emphasizes that unlike telco disputes, where the TIO can mediate resolutions, issues with digital platforms often leave consumers feeling powerless. Gebert expressed the urgent need for systemic changes, calling on the Australian Government to expand the TIO’s role to encompass digital platform complaints.
“With an external body to resolve disputes, we can help close a key gap in consumer protections and restore trust in the digital economy,” Gebert added.
The TIO is advocating for vital reforms, including an appeal mechanism for users facing issues with online services and support for government initiatives like the proposed social media ban for those under 16 years old.
As complaints continue to rise, the urgency for stronger digital consumer protections is clear. The TIO’s report serves as a wake-up call for both consumers and regulators to take action before more individuals fall victim to unresolved digital disputes.
Stay tuned for further updates on this developing story as pressure mounts on the government to act. Share your experiences with digital platform complaints and join the conversation on social media.
