The Telecommunications Industry Ombudsman (TIO) has reported a sharp rise in complaints involving social media and digital platforms, with more than 1,500 people approaching the organisation since 2023 about issues ranging from account lockouts to disputes over fees and faulty services.
The findings, published in the TIO’s new Digital platforms complaints insights report, show that 71 per cent of all disputes received relate to major technology companies including Google, Microsoft, Apple, Hubbl and Meta. The TIO said consumers are increasingly unable to resolve issues directly with these platforms despite their scale and resources.
Complaints to the TIO about digital platforms grew by nearly 30 per cent in 2024 compared with the previous year, and volumes continue to increase in 2025. According to the report, 36 per cent of complaints involved account access problems such as blocks, bans or lockouts, 34 per cent related to fees and charges, and 25 per cent involved faulty products or services.
The Ombudsman said many of the harms raised by consumers mirror the organisation’s long-running work with telecommunications providers, including disputes arising from hacking, account security problems and service disruptions. Case studies in the report highlight similarities between consumer experiences across telco services, social media and cloud platforms.
Ombudsman Cynthia Gebert said the impacts of unresolved online disputes can be significant, particularly for small businesses and individuals who rely on digital accounts for daily operations. She said many people encounter automated systems, unhelpful chatbots or non-responses when attempting to resolve issues directly with platforms, leading them to seek help from the TIO.
Gebert said the TIO currently has no authority to compel digital platforms to resolve complaints, unlike telco disputes where the body can assist directly. She said that when users lose access to essential digital accounts such as social media or cloud storage, there is currently no independent avenue for appeal.
The Ombudsman is calling for an expanded mandate through the creation of a Communications Ombudsman, which would allow the body to manage both telecommunications and digital platform complaints. Gebert said this reform would support emerging government initiatives — including proposed under-16 social media restrictions and digital duty-of-care measures — and help strengthen consumer protections.
She said major technology companies have the capacity to improve their own complaint-handling processes, but stronger oversight and external dispute-resolution mechanisms are needed to ensure users are not left without options.
