The Telecommunications Industry Ombudsman (TIO) received 14,017 complaints between October and December 2025, a 3.6% increase on the previous quarter, with service reliability emerging as the primary concern.
According to the TIO’s Quarter 2 report for 2025–26, complaints from consumers without a working mobile or internet service rose 41.6% to 1,961 nationally. The Ombudsman attributed part of the increase to telecommunications providers disconnecting mobile services unable to reliably access emergency services, as required under emergency service rules. The Optus Triple Zero outage and extended local internet disruptions also contributed to the rise.
For the second consecutive quarter, complaints from consumers seeking compensation for non-financial loss increased, rising 13.9% to 1,138. These figures exclude privacy-related matters.
While reliability complaints climbed, financial hardship complaints declined. The TIO recorded 399 financial hardship complaints in the quarter, down 19.2% from the previous quarter and 35.7% lower than the same period a year earlier.
In the digital platform sector, the TIO received 719 complaints during 2025, up 20% compared with 2024. Account access issues were a key driver, with consumers reporting difficulties appealing community guideline decisions and regaining control of compromised accounts.
Ombudsman Cynthia Gebert said the data reflects rising consumer expectations around connectivity.
“Consumers don’t see phone and internet connectivity as optional anymore. We need settings that match modern life. Rules need to set the standard for phone and internet reliability, balancing community expectations and what is realistic for the industry,” she said.
Gebert noted the increase in compensation-related complaints, saying repeated service failures can cause significant inconvenience and stress.
“It’s not surprising more people are asking for compensation. We expect telcos to offer fair remedies early when their customer’s situation calls for it,” she said.
She described the reduction in financial hardship complaints as encouraging, while noting that each case represents someone still under financial pressure.
On digital platforms, Gebert said many complainants reported being unable to access meaningful support.
“This quarter we heard from more people frustrated with digital platforms and the lack of support. People feel trapped in automated systems with no way to reach a real person,” she said.
The report comes as the federal government considers proposals including a digital duty of care framework and the potential establishment of a Digital Platforms Ombudsman.
