July 24, 2024
When your mobile phone service drops out or your internet isn’t working, what do you do? For many Australians, the answer is nothing.
But why?
This research, commissioned by the Telecommunications Industry Ombudsman (TIO), explores who faces challenges with telco services in Australia and what the complaint experience entails.
Many Australians have lost trust in the telecommunications industry’s ability to resolve issues. Too few raise complaints, and even fewer use free, independent dispute resolution services.
76% of Australians faced financial or non-financial difficulties in the past year.
Problems with telecommunications services are common. 55% encountered at least one telco service challenge in the past year.
46% of Australians with telco issues did not lodge a complaint.
40% of people who did not complain believed a complaint wouldn’t help.
Industry, consumer groups, dispute resolution bodies and regulators all have a role to play to improve telco services. All parties have an interest in Australians having access to reliable and affordable telecommunications services, which includes effective complaints processes.
CPRC welcomes the opportunity to work further on this issue with industry, government, regulators, policy makers, academia and the community sector.
If you are in one the above groups and would like a one-on-one briefing for your organisation, contact our team now.
This research was commissioned by the Telecommunications Industry Ombudsman (TIO).
Learn more about TIO at TIO.com.au
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