Quarterly report QUARTER 1 Financial year 2020-21

Complaints July to September 2020

total complaints 34,476 referred to providers

Internet services were the most Top 5 issues complained about service type Service and equipment fees 12k

No or delayed action by provider fault and connection 45.1% 11.7k complaints of total complaints Delay establishing a service 4.2k

Providers Provider uncontactable 4.1k of providers had a complaint in Q1 13.8% No phone or internet service 3.9k of total complaints came from the top 10 providers 93.4% 0 12k

Enquiries Who complained

residential 84% consumers

9,485 enquiries 16% small business consumers

Dispute resolution Contacts

complaints came back Online Calls 5,261 unresolved from providers

unresolved complaints 42k 40k were escalated for 4,116 dispute resolution

Quarter 1 Report 2020-21 | 1 Contacts and complaints

Contacts

Q1 Calls 39,849 41,734 20-21 Online

Q4 34,726 41,283 19-20

Q3 19-20 35,140 43,124

Q2 19-20 34,347 42,531

Q1 40,012 4 7, 6 3 4 19-20

0 20k 40k 60k 80k 100k

Complaints

Q1 34,476 20-21

Q4 33,329 19-20

Q3 32,366 19-20

Q2 19-20 28,719

Q1 32,737 19-20

0 5k 10k 15k 20k 25k 30k 35k

Enquiries

Q1 9,485 20-21

Q4 7,9 76 19-20

Q3 19-20 9,348

Q2 19-20 9,213

Q1 11,375 19-20

0 2k 4k 6k 8k 10k 12k

Quarter 1 Report 2020-21 | 2 Complaints by service type

Complaints by service type

Q1 12,231 (35%) 3,692 (11%) 10,180 (30%) 8,162 (24%) 211 (1%) 20-21

Q4 19-20 12,851 (39%) 3,826 (11%) 9,418 (28%) 6,988 (21%) 246 (1%)

Q3 10,659 (33%) 4,119 (13%) 10,451 (32%) 6,816 (21%) 321 (1%) 19-20

Q2 19-20 8,736 (30%) 3,663 (13%) 9,887 (34%) 6,110 (21%) 323 (1%)

Q1 19-20 10,637 (32%) 4,384 (13%) 9,945 (30%) 7,390 (23%) 381 (1%)

0 5k 10k 15k 20k 25k 30k 35k

Internet Landline Mobile Multiple Property

Top 10 issues in complaints

Service and equipment fees 11,953 (35%)

No or delayed action by provider 11,699 (34%)

Delay establishing a service 4,163 (12%)

Provider uncontactable 4,088 (12%)

No phone or internet service 3,903 (11%)

Resolution agreed but not met 3,104 (9%) Change of top 10 issues Intermittent service or drop outs 3,100 (9%) IN OUT

Failure to cancel a service 2,819 (8%) • “Problem with • “Termination add-on feature eg fees” (dropped email, call waiting, to no. 15) (6%) Slow data speed 2,192 alarm etc” (no. 10)

Problem with add-on feature eg email, call waiting, alarm etc 1,655 (5%) Fault and connection issues

0 2k 4k 6k 8k 10k 12k

Quarter 1 Report 2020-21 | 3 Who complained

Complaints by consumer type Residential Small business & other

Q1 28,949 (84%) 5,527 (16%) 20-21

Q4 29,006 (87%) 4,323 (13%) 19-20

Q3 19-20 2 7, 4 74 (85%) 4,892 (15%)

Q2 (84%) (16%) 19-20 24,188 4,531

Q1 28,005 (86%) 4,732 (14%) 19-20

0 5k 10k 15k 20k 25k 30k 35k

Top 10 issues for residential consumers

Service and equipment fees 10,102 (35%)

No or delayed action by provider 9,696 (33%)

Provider uncontactable 3,597 (12%)

Delay establishing a service 3,466 (12%)

No phone or internet service 3,029 (10%) Change of top 10 issues Intermittent service or drop outs 2,690 (9%) IN OUT Resolution agreed but not met 2,597 (9%) • “Problem with add-on • “Missed appointment” feature eg email, call (dropped to no. 19) Failure to cancel a service 2,333 (8%) waiting, alarm etc” (no. 10) Slow data speed 1,996 (7%)

Problem with add-on feature eg email, call waiting, alarm etc 1,429 (5%) Fault and connection issues

0 2k 4k 6k 8k 10k 12k

Top 10 issues for small businesses

No or delayed action by provider 2,003 (36%)

Service and equipment fees 1,851 (33%)

No phone or internet service 874 (16%)

Delay establishing a service 697 (13%)

Resolution agreed but not met 507 (9%) 1,653 (5%) Provider uncontactable 491 (9%) Failure to cancel a service 486 (9%) Change of top 10 issues IN OUT Business loss 416 (8%) None Intermittent service or drop outs 410 (7%)

Number problem due to connection, disconnection or transfer 272 (5%) Fault and connection issues

0 .5k 1k 1.5k 2k 2.5k

Quarter 1 Report 2020-21 | 4 Complaints about mobile services

Top 10 issues for mobile services

Service and equipment fees 3,936 (39%)

No or delayed action by provider 3,717 (37%)

Provider uncontactable 1,103 (11%)

Resolution agreed but not met 1,098 (11%)

Mobile - complaints Poor mobile coverage 705 (7%)

Equipment Fault 635 (6%) Change of top 10 issues IN OUT Misleading conduct when making a contract 598 (6%) • “Variation to a • “Termination fees” Variation to a contract or plan by provider 521 (5%) contract or plan by (dropped to no. 11) provider” (no. 8) Failure to cancel a service 469 (5%)

Delay establishing a service 467 (5%) Fault and connection issues in top 10

0 .5k 1k 1.5k 2k 2.5k 3k 3.5k 4k

Mobile complaints

Q1 10,180 20-21 Mobile - complaints by consumer type Q4 9,418 19-20

Q3 19-20 10,451

Q2 19-20 9,887

Q1 9,945 19-20

0 2k 4k 6k 8k 10k 12k

Mobile complaints by consumer type

Q1 9,135 (90%) 1,045 (10%) 20-21

Q4 8,564 (91%) 854 (9%) 19-20

Q3 19-20 9,401 (90%) 1,050 (10%)

Q2 8,870 (90%) 1,017 (10%) 19-20

Q1 Residential 8,858 (89%) 1,087 (11%) 19-20 Small business & other

0 2k 4k 6k 8k 10k 12k

Quarter 1 Report 2020-21 | 5 Complaints about internet services

Top 10 issues for internet services

No or delayed action by provider 3,970 (32%)

Service and equipment fees 3,688 (30%)

Delay establishing a service 2,056 (17%) Change of top 10 issues Intermittent service or drop outs 1,907 (16%) IN OUT

Internet - Faults andNo connection phone or internet complaints service 1,715 (14%) • “Problem with add-on • “Missed appointment” feature eg email, call (dropped to no. 12) Slow data speed 1,710 (14%) waiting, alarm etc” (no. 8) Provider uncontactable 1,307 (11%)

Problem with add-on feature eg email, call waiting, alarm etc 1,182 (10%)

Failure to cancel a service 1,109 (9%)

Resolution agreed but not met 944 (8%) Fault and connection issues in top 10

0 .5k 1.0k 1.5k 2.0k 2.5k 3.0k 3.5k 4.0k

Fault and connection complaints

Q1 5,639 (77%) 1,678 (23%) 20-21 Internet - Internet service type by consumer type Q4 5,982 (71%) 19-20 2,407 (29%)

Q3 19-20 4,702 (67%) 2,344 (33%)

Q2 3,742 (69%) 1,688 (31%) 19-20 Services delivered over the NBN Q1 4,619 (68%) 2,205 (32%) Services delivered 19-20 over other networks

0 2k 4k 6k 8k 10k

Internet complaints by consumer type

Q1 11,060 (90%) 1,171 (10%) 20-21

Q4 11,935 (93%) 916 (7%) 19-20

Q3 19-20 9,777 (92%) 882 (8%)

Q2 (91%) (9%) 19-20 7,967 769

Q1 Residential 9,806 (92%) 831 (8%) 19-20 Small business & other

0 3k 6k 9k 12k 15k

Quarter 1 Report 2020-21 | 6 Complaints about landline services

Top 10 issues for landline services

No or delayed action by provider 1,225 (33%)

Service and equipment fees 974 (26%)

No phone or internet service 797 (22%)

Provider uncontactable 494 (13%)

Delay establishing a service 439 (12%)

Number problem due to connection, disconnection or transfer 345 (9%)

Resolution agreed but not met 301 (8%) Change of top 10 issues

Failure to cancel a service 285 (8%) IN OUT

Partially restricted service 283 (8%) None

Changing provider 238 (6%) Fault and connection issues in top 10

0 .3k .6k .9k 1.2k 1.5k

Fault and connection complaints

Q1 Services delivered 1,505 (68%) 694 (32%) over the NBN 20-21 Services delivered over other networks Q4 1,432 (56%) 1,121 (44%) 19-20

Q3 19-20 1,492 (52%) 1,387 (48%)

Q2 (61%) (39%) 19-20 1,486 947

Q1 1,825 (62%) 1,098 (38%) 19-20

0 .5k 1k 1.5 2k 2.5k 3k

Landline complaints by consumer type

Q1 Residential 2,349 (64%) 1,343 (36%) 20-21 Small business & other

Q4 2,606 (68%) 1,220 (32%) 19-20

Q3 19-20 2,686 (65%) 1,433 (35%)

Q2 19-20 2,343 (64%) 1,320 (36%)

Q1 3,050 (70%) 19-20 1,334 (30%)

0 1k 2k 3k 4k 5k

Quarter 1 Report 2020-21 | 7 Complaints about multiple services

Top 10 issues for multiple services

Service and equipment fees 3,354 (41%)

No or delayed action by provider 2,773 (34%)

Delay establishing a service 1,201 (15%)

Provider uncontactable 1,182 (14%)

No phone or internet service 1,151 (14%)

Failure to cancel a service 956 (12%)

Intermittent service or drop outs 770 (9%) Change of top 10 issues

Resolution agreed but not met 758 (9%) IN OUT None Bill unclear or not received 459 (6%)

Slow data speed 364 (4%) Fault and connection issues in top 10

0 .5k 1k 1.5k 2k 2.5k 3.0k 3.5k

Fault and connection complaints

Q1 Services delivered 2,798 (76%) 892 (24%) over the NBN 20-21 Services delivered over other networks Q4 2,480 (67%) 1,202 (33%) 19-20

Q3 19-20 2,490 (62%) 1,535 (38%)

Q2 (71%) (29%) 19-20 2,355 972

Q1 2,996 (72%) 1,144 (28%) 19-20

0 1k 2k 3k 4k 5k

Multiple services complaints by consumer type

Q1 6,218 (76%) 1,944 (24%) 20-21

Q4 5,673 (81%) 1,315 (19%) 19-20

Q3 19-20 5,322 (78%) 1,494 (22%)

Q2 (77%) (23%) 19-20 4,713 1,397

Q1 Residential 5,945 (80%) 1,445 (20%) 19-20 Small business & other

0 2k 4k 6k 8k 10k

Quarter 1 Report 2020-21 | 8 Top 10 providers by complaints

Top 10 providers by complaint numbers

Change of top 10 providers

IN OUT

Optus Group • Boost Tel Pty Ltd (no. 7) • Internode Pty Ltd 5,179 (15%) (dropped to no. 14)

iiNet 846 (2%) Vodafone 1,471 (4%) Southern Phone Company 467 (1%) Boost Tel Pty Ltd 300 (1%) Dodo 244 (1%) TPG 22,154 (64%) 1,118 (3%) M2 Commander 216 (1%) 212 (1%)

Top 10 providers by service type

Organisation/Group Internet Landline Mobile Multiple Property

Telstra Corporation 7,9 1 8 2,691 5,495 5,981 69

Optus Group 1,343 338 2,456 1,032 10

Vodafone Australia Limited 254 - 1,109 106 2

TPG Internet Pty Ltd 729 80 79 225 5

iiNet Ltd 550 96 35 161 4

Southern Phone Company Ltd 82 72 223 89 1

Boost Tel Pty Ltd - - 300 - -

Dodo Services Pty Ltd 121 21 47 54 1

M2 Commander Pty Ltd 23 99 5 89 -

Aussie Broadband Pty Ltd 165 17 4 25 1

Quarter 1 Report 2020-21 | 9 Unresolved and escalated complaints

An unresolved complaint is a complaint or enquiry referral that the consumer tells us was not resolved after we referred it to the provider.

Most unresolved complaints proceed to dispute resolution and are called escalated complaints. Some unresolved complaints are not escalated – this can be because the issue is resolved before escalation, the issue that remains unresolved is not a matter we can assist with, or the consumer decides not to proceed with the complaint.

The graph below shows the proportion of complaints and enquiry referrals that were referred to providers and returned to us as unresolved complaints, and the proportion that were escalated.

The proportions of unresolved and escalated complaints increase over time, and so the proportions reported in our Q4 report have increased. This is because consumers who made their complaint in an earlier quarter may not return to us with an unresolved complaint until the next quarter. We expect the proportion of unresolved complaints from Q1 will similarly increase.

Snapshot of unresolved and escalated complaint proportions

20%

16.6% 16.7% 15.8% 16% 16.6% 16.1% 14.6% 15.7% 12.7% 11.9% 12% 11.0% 10.7% 11.8% 12.0% 11.0% 8.9%

8% 9.4%

5.3% 5.3%

4%

0% Q1 Q2 Q3 Q4 Q1 19-20 19-20 19-20 19-20 20-21

Unresolved complaints as at the end of Q1 Escalated complaints as at the end of Q1 Unresolved complaints as reported in Q4 Escalated complaints as reported in Q4

Top 10 issues in unresolved complaints

Service and equipment fees 2,028 (39%)

No or delayed action by provider 1,011 (19%)

Delay establishing a service 627 (12%)

No phone or internet service 579 (11%)

Intermittent service or drop outs 554 (11%)

Slow data speed 386 (7%)

Resolution agreed but not met 384 (7%) Change of top 10 issues

Failure to cancel a service 381 (7%) IN OUT • “Business loss” (no. 9) • “Other financial loss” Business loss 233 (4%) (dropped to no. 12)

Poor mobile coverage 225 (4%) Fault and connection issues in top 10

0 .5k 1k 1.5k 2k 2.5k

Quarter 1 Report 2020-21 | 10 How we do data

This section explains the finer points of our data.

Complaints Where we talk about complaints, these: • are expressions of dissatisfaction about a provider when the consumer has contacted the provider and is not satisfied with the outcome. We send complaints to specialist teams at providers for another attempt at resolution. Most complaints are resolved in this process • may include more than one issue • do not include enquiries, enquiry referrals or withdrawn complaints.

Contacts Where we talk about contacts, these: • include calls, emails and online forms that come through our public portals • exclude calls and emails to individual staff members and abandoned calls • exclude identified data anomalies within the financial year • include all contact up until a complaint is classified as unresolved.

Data updates If a complaint or enquiry is withdrawn or cancelled before the end of the financial year, we remove it from reports.

Where we reclassify a complaint, we remove it from reports. For this reason, we adjust volumes of quarterly data before the end of the financial year. If we find other data that requires adjustment, we will also make these adjustments within the financial year. This may also be reflected in the annual report.

Dispute resolution is where we work with providers and consumers to resolve escalated complaints.

Early resolution is where we take initial contacts from consumers and log them as enquiries or send complaints to providers.

Enquiries includes enquiries and enquiry referrals.

Enquiry referrals are complaints that have not been raised with the provider before a consumer contacts us. We send these complaints to providers but give providers a longer time to try to resolve these.

Escalated complaints are a subset of unresolved complaints that proceed to dispute resolution. Some unresolved complaints are not escalated – this can be because the issue is resolved before escalation, the issue that remains unresolved is not a matter we can assist with, or the consumer decides not to proceed with the complaint.

Fault and connection complaints are complaints that include a fault or connection issue. These are only counted once, regardless of the number of issues raised in the complaint. These complaints may have other issues that do not relate to faults or connections. Faults and connections include issues from the connection, no service, and poor service quality issue sub-categories.

Quarter 1 Report 2020-21 | 11 Internet complaints relate to services delivered over fixed-line or fixed wireless internet connections. These complaints do not include internet services delivered by mobile devices or Voice over Internet Protocol (VoIP) services delivered over the internet.

Issues A single complaint can have more than one issue. Where we talk about complaint numbers, we only count complaints once. Where we talk about issues, we count all the issues.

Issues in complaints are recorded based on six broad categories that follow the lifecycle of a consumer’s relationship with their phone or internet provider. From September 2019 we introduced new keywords to better capture the emerging issues in complaints. For a complete list of issues in complaints see pages 13, 14, 15.

Landline complaints includes complaints about voice services delivered over the Public Switched Telephone Network (PSTN) and voice services delivered over the National Broadband Network (VoIP services delivered over fixed-line internet connections are also included).

Mobile complaints are complaints relating to a mobile telephone device or service, including complaints about internet accessed through a mobile telephone service.

Multiple complaints relate to complaints about more than one service type with the same provider.

Online includes all web forms and emails.

Percentages within the report have been rounded, so totals may not add to 100%.

Property complaints includes complaints about damage to a provider’s or landowner’s property, or a dispute about use of property by a carrier.

Small business includes small businesses, not-for-profits, and charities.

Top 10 providers Where we talk about the Top 10 providers, we mean those we received the most complaints about in the quarter. The data does not reflect the number of customers or services in operation. A consumer making a complaint does not necessarily mean a provider or network operator is at fault.

Unresolved complaints An unresolved complaint is a complaint or enquiry referral that the consumer tells us was not resolved after we referred it to the provider. Most unresolved complaints proceed to dispute resolution, and are called escalated complaints. Some unresolved complaints are not escalated – this can be because the issue is resolved before escalation, the issue that remains unresolved is not a matter we can assist with, or the consumer decides not to proceed with the complaint.

Quarter 1 Report 2020-21 | 12 Issues in complaints

Descriptions in the body of the document contain additional italisised words to provide clearer descriptions of the keyword in isolation of the other categories (e.g. Number Problem due to connection, disconnection or transfer).

Establishing a service

Category Keyword

Product unsuitable

Inadequate documentation

Inadequate credit assessment

Inadequate explanation of product*

Making a contract Refused a service

Cooling off

Unable to contract

Misleading conduct

Unconscionable conduct

Variation by provider

Request to change account holder

Not liable for contract

In contract Unfair contract terms

Equipment finance agreement

Mishandling of business information

Failure to cancel*

Delay

Number problem Connection Changing provider*

Unauthorised transfer

*New keyword introduced from September 2019.

Quarter 1 Report 2020-21 | 13 Service delivery

Category Keyword

No service No service Disconnection in error Network outage

Intermittent/drop outs

Poor mobile coverage Poor service quality Noise/interference Slow data speed

Restricted service

Unsuitable Equipment Fault

Priority assistance

Disability equipment Special services Enhanced/add-on feature

Directory listing - business

Payment for a service

Category Keyword

Bill unclear/not received

Excess data

Excess call/sms/mms

Roaming

3rd party* Charges and fees Fee for a bill Connection/reconnection

Late payment/dishonour

Termination

Service and equipment

Technician

Direct debit

Missing payment Payments Unsuitable payment options

Payment extension

Financial hardship/repayment arrangement

Barring/suspension/disconnection

Credit default report Debt management Sold debt Debtor harassment

Statute barred debt/bankrupt

Not liable for debt

*New keyword introduced from September 2019.

Quarter 1 Report 2020-21 | 14 Customer service

Category Keyword

Object to collection

Unauthorised disclosure Personal information Information inaccurate Access denied

Silent number/directory listing

Business loss*

Customer Service Guarantee* Compensation sought* Other financial loss*

Non-financial loss*

Uncontactable

Refusal to deal with representative

Missed appointment

No or delayed action Provider response Resolution agreed but not met

Rudeness

Unwelcome/life threatening communications

Inadequate fault testing*

Property

Category Keyword

Hazardous, non-compliant or temporary infrastructure Infrastructure Location of equipment

By consumer Damage By provider By 3rd party

*New keyword introduced from September 2019.

Quarter 1 Report 2020-21 | 15 We help resolve complaints about phone or internet services.

We are a free and independent service. That means you don’t pay and we don’t take sides.

Contact us You can complain through our website at www.tio.com.au or by calling 1800 062 058.

You can post a letter to PO Box 276, Collins Street West, VIC 8007 or fax it to 1800 630 614.

If you need to use a language other than English, call the Translating and Interpreting Service on 134 450 and they will help you speak with us. They are a free service.