Quarterly report QUARTER 4 Financial year 2020
Complaints April to June 2020
total complaints 33,329 referred to providers
Internet services were the most Top 5 issues complained about service type Service and equipment fees 11.7k
No or delayed action by provider fault and connection 50.6% 10.9k complaints of total complaints Delay establishing a service 5.3k
Providers No phone or internet service 4.7k of providers had a complaint in Q4 13.7% Provider uncontactable 4.0k of total complaints came from the top 10 providers 92.4% 0 12k
Enquiries Who complained
residential 87% consumers
7,976 enquiries 13% small business consumers
Dispute resolution Contacts
complaints came back Online Calls 5,328 unresolved from providers
unresolved complaints 41k 35k were escalated for 4,100 dispute resolution
Quarter 4 Report 2019-20 | 1 Contacts and complaints
Contacts
Q4 Calls 34,726 41,283 19-20 Online
Q3 35,140 43,124 19-20
Q2 19-20 34,347 42,531
Q1 19-20 40,012 4 7, 6 3 4
Q4 39,482 45,889 18-19
0 20k 40k 60k 80k 100k
Complaints
Q4 33,329 19-20
Q3 32,366 19-20
Q2 28,719 19-20
Q1 19-20 32,737
Q4 33,894 18-19
0 5k 10k 15k 20k 25k 30k 35k
Enquiries
Q4 7,9 76 19-20
Q3 9,348 19-20
Q2 19-20 9,213
Q1 19-20 11,375
Q4 10,755 18-19
0 2k 4k 6k 8k 10k 12k
Quarter 4 Report 2019-20 | 2 Complaints by service type
Complaints by service type
Q4 12,851 (39%) 3,826 (11%) 9,418 (28%) 6,988 (21%) 246 (1%) 19-20
Q3 19-20 10,659 (33%) 4,119 (13%) 10,451 (32%) 6,816 (21%) 321 (1%)
Q2 8,736 (30%) 3,663 (13%) 9,887 (34%) 6,110 (21%) 323 (1%) 19-20
Q1 19-20 10,637 (32%) 4,384 (13%) 9,945 (30%) 7,390 (23%) 381 (1%)
Q4 18-19 11,575 (34%) 4,763 (14%) 9,533 (28%) 7,621 (22%) 402 (1%)
0 5k 10k 15k 20k 25k 30k 35k
Internet Landline Mobile Multiple Property
Top 10 issues in complaints
Service and equipment fees 11,740 (35%)
No or delayed action by provider 10,900 (33%)
Delay establishing a service 5,272 (16%)
No phone or internet service 4,668 (14%)
Provider uncontactable 3,992 (12%)
Resolution agreed but not met 3,070 (9%)
Intermittent service or drop outs 3,014 (9%) Change of top 10 issues IN OUT Failure to cancel a service 2,912 (9%) • “Provider • “Misleading conduct when uncontactable” making a contract” Slow data speed 2,261 (7%) (no. 5) (dropped to no. 11)
Termination fee 1,078 (3%) Fault and connection issues
0 2k 4k 6k 8k 10k 12k
Quarter 4 Report 2019-20 | 3 Who complained
Complaints by consumer type Residential Small business & other
Q4 29,006 (87%) 4,323 (13%) 19-20
Q3 2 7, 4 74 (85%) 4,892 (15%) 19-20
Q2 19-20 24,188 (84%) 4,531 (16%)
Q1 (86%) (14%) 19-20 28,005 4,732
Q4 29,064 (86%) 4,830 (14%) 18-19
0 5k 10k 15k 20k 25k 30k 35k
Top 10 issues for residential consumers
Service and equipment fees 10,254 (35%)
No or delayed action by provider 9,427 (33%)
Delay establishing a service 4,647 (16%)
No phone or internet service 3,957 (14%) Change of top 10 issues Provider uncontactable 3,659 (13%) IN OUT Intermittent service or drop outs 2,694 (9%) • “Provider • “Misleading conduct uncontactable” (no. 5) when making a Resolution agreed but not met 2,684 (9%) contract” Failure to cancel a service 2,527 (9%) (dropped to no. 12)
Slow data speed 2,053 (7%)
Missed appointment 951 (3%) Fault and connection issues
0 2k 4k 6k 8k 10k 12k
Top 10 issues for small businesses
Service and equipment fees 1,486 (34%)
No or delayed action by provider 1,473 (34%)
No phone or internet service 711 (16%)
Delay establishing a service 625 (14%)
Resolution agreed but not met 386 (9%) 1,653 (5%) Failure to cancel a service 385 (9%) Change of top 10 issues IN OUT Provider uncontactable 333 (8%) • “Provider • “Disconnection in Intermittent service or drop outs 320 (7%) uncontactable” (no. 7) error” (dropped to no. 14) Business loss 292 (7%)
Number problem due to connection, disconnection or transfer 213 (5%) Fault and connection issues
0 .3k .6k .9k 1.2k 1.5k
Quarter 4 Report 2019-20 | 4 Complaints about mobile services
Top 10 issues for mobile services
Service and equipment fees 3,759 (40%)
No or delayed action by provider 3,247 (34%)
Resolution agreed but not met 1,033 (11%)
Provider uncontactable 1,032 (11%) Change of top 10 issues Mobile - complaints Poor mobile coverage 752 (8%) IN OUT Misleading conduct when making a contract 605 (6%) • “Provider • “Financial hardship/ uncontactable” repayment arrangement” Equipment Fault 588 (6%) (no. 4) (dropped to no. 12) Failure to cancel a service 486 (5%) • “Failure to cancel • “Barring/suspension/ a service” (no. 8) disconnection” Delay establishing a service 463 (5%) (dropped to no. 18)
Termination fee 437 (5%) Fault and connection issues in top 10
0 .5k 1k 1.5k 2k 2.5k 3k 3.5k 4k
Mobile complaints
Q4 9,418 19-20 Mobile - complaints by consumer type Q3 10,451 19-20
Q2 19-20 9,887
Q1 19-20 9,945
Q4 9,533 18-19
0 2k 4k 6k 8k 10k 12k
Mobile complaints by consumer type
Q4 8,564 (91%) 854 (9%) 19-20
Q3 Residential 9,401 (90%) 1,050 (10%) 19-20 Small business & other Q2 19-20 8,870 (90%) 1,017 (10%)
Q1 8,858 (89%) 1,087 (11%) 19-20
Q4 8,460 (89%) 1,073 (11%) 18-19
0 2k 4k 6k 8k 10k 12k
Quarter 4 Report 2019-20 | 5 Complaints about internet services
Top 10 issues for internet services
Service and equipment fees 4,238 (33%)
No or delayed action by provider 4,083 (32%)
Delay establishing a service 2,951 (23%)
No phone or internet service 2,151 (17%)
Internet - Faults andIntermittent connection service complaints or drop outs 1,887 (15%)
Slow data speed 1,807 (14%) Change of top 10 issues Provider uncontactable 1,707 (13%) IN OUT Failure to cancel a service 1,435 (11%) • “Provider • “Termination fee” uncontactable” (no. 7) (dropped to no. 12) Resolution agreed but not met 1,001 (8%) Fault and connection issues in top 10 Missed appointment 661 (5%)
0 1k 2k 3k 4k 5k
Fault and connection complaints
Q4 Services delivered 5,982 (71%) 2,407 (29%) over the NBN 19-20 Services delivered Internet - Internet service type by consumer type over other networks Q3 4,702 (67%) 19-20 2,344 (33%)
Q2 19-20 3,742 (69%) 1,688 (31%)
Q1 (68%) (32%) 19-20 4,619 2,205
Q4 5,006 (64%) 2,794 (36%) 18-19
0 2k 4k 6k 8k 10k
Internet complaints by consumer type
Q4 11,935 (93%) 916 (7%) 19-20
Q3 Residential 9,777 (92%) 882 (8%) 19-20 Small business & other Q2 19-20 7,967 (91%) 769 (9%)
Q1 (92%) (8%) 19-20 9,806 831
Q4 10,677 (92%) 898 (8%) 18-19
0 3k 6k 9k 12k 15k
Quarter 4 Report 2019-20 | 6 Complaints about landline services
Top 10 issues for landline services
No or delayed action by provider 1,241 (32%)
No phone or internet service 1,067 (28%)
Service and equipment fees 1,008 (26%)
Delay establishing a service 495 (13%)
Provider uncontactable 378 (10%) Change of top 10 issues IN OUT Number problem due to connection, disconnection or transfer 327 (9%) • “Provider • “Intermittent service Resolution agreed but not met 299 (8%) uncontactable” or drop outs” (no. 5) (dropped to no. 11) Partially restricted service 294 (8%) • “Changing • “Business loss” provider” (no. 10) (dropped to no. 13) Failure to cancel a service 278 (7%)
Changing provider 249 (7%) Fault and connection issues in top 10
0 .3k .6k .9k 1.2k 1.5k
Fault and connection complaints
Q4 Services delivered 1,432 (56%) 1,121 (44%) over the NBN 19-20 Services delivered over other networks Q3 1,492 (52%) 1,387 (48%) 19-20
Q2 19-20 1,486 (61%) 947 (39%)
Q1 (62%) (38%) 19-20 1,825 1,098
Q4 1,893 (57%) 1,456 (43%) 18-19
0 .5k 1k 1.5 2k 2.5k 3k 3.5k
Landline complaints by consumer type
Q4 Residential 2,606 (68%) 1,220 (32%) Small business 19-20 & other
Q3 2,686 (65%) 1,433 (35%) 19-20
Q2 19-20 2,343 (64%) 1,320 (36%)
Q1 19-20 3,050 (70%) 1,334 (30%)
Q4 3,403 (71%) 18-19 1,360 (29%)
0 1k 2k 3k 4k 5k
Quarter 4 Report 2019-20 | 7 Complaints about multiple services
Top 10 issues for multiple services
Service and equipment fees 2,730 (39%)
No or delayed action by provider 2,320 (33%)
Delay establishing a service 1,361 (19%)
No phone or internet service 1,280 (18%)
Provider uncontactable 873 (12%)
Resolution agreed but not met 730 (10%) Change of top 10 issues
Failure to cancel a service 713 (10%) IN OUT
Intermittent service or drop outs 683 (10%) • “Provider • “Missed appointment” uncontactable” (no. 5) (dropped to no. 11) Slow data speed 366 (5%)
Bill unclear or not received 296 (4%) Fault and connection issues in top 10
0 .5k 1k 1.5k 2k 2.5k 3.0k
Fault and connection complaints
Q4 Services delivered 2,480 (67%) 1,202 (33%) over the NBN 19-20 Services delivered over other networks Q3 2,490 (62%) 1,535 (38%) 19-20
Q2 19-20 2,355 (71%) 972 (29%)
Q1 (72%) (28%) 19-20 2,996 1,144
Q4 3,077 (67%) 1,494 (33%) 18-19
0 1k 2k 3k 4k 5k
Multiple services complaints by consumer type
Q4 Residential 5,673 (81%) 1,315 (19%) 19-20 Small business & other
Q3 5,322 (78%) 1,494 (22%) 19-20
Q2 19-20 4,713 (77%) 1,397 (23%)
Q1 (80%) (20%) 19-20 5,945 1,445
Q4 6,151 (81%) 1,470 (19%) 18-19
0 1k 2k 3k 4k 5k 6k 7k 8k
Quarter 4 Report 2019-20 | 8 Top 10 providers by complaints
Top 10 providers by complaint numbers
Change of top 10 providers
Optus Group IN OUT 6,133 (18%) • Internode Pty Ltd (no. 9) • Primus Telecommunications • Aussie Broadband Pty Ltd Pty Ltd (dropped to no. 11) (no. 10) • Exetel Pty Ltd (dropped to no. 15)
iiNet TPG 1,438 (4%) 2,426 (7%) Dodo 447 (1%) Southern Phone Company 330 (1%) M2 Commander 296 (1%) Telstra Vodafone Internode 228 (1%) 17,372 (52%) 1,887 (6%) AussieBroadband 226 (1%)
Top 10 providers by service type
Organisation/Group Internet Landline Mobile Multiple Property
Telstra Corporation 6,214 2,243 4,555 4,285 75
Optus Group 1,839 543 2,516 1,208 27
TPG Internet Pty Ltd 1,777 169 74 399 7
Vodafone Australia Limited 313 5 1,449 118 2
iiNet Ltd 941 178 51 264 4
Dodo Services Pty Ltd 241 49 59 97 1
Southern Phone Company Ltd 73 119 60 77 1
M2 Commander Pty Ltd 31 142 16 107 -
Internode Pty Ltd 172 23 4 29 -
Aussie Broadband Pty Ltd 183 14 4 23 2
Quarter 4 Report 2019-20 | 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 Q3 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 Q4 will similarly increase.
Snapshot of unresolved and escalated complaint proportions
20%
1 7.1 % 16.6% 15.7% 16.1% 16% 1 7.1 % 16.2% 15.7%
11.8% 12.0% 12% 10.8% 11.0% 11.3% 10.8% 10.9% 10.5% 9.4% 8%
6.0% 5.3% 4%
0% Q4 Q1 Q2 Q3 Q4 18-19 19-20 19-20 19-20 19-20
Unresolved complaints as at the end of Q4 Escalated complaints as at the end of Q4 Unresolved complaints as reported in Q3 Escalated complaints as reported in Q3
Top 10 issues in unresolved complaints
Service and equipment fees 2,011 (38%)
No or delayed action by provider 1,125 (21%)
Delay establishing a service 813 (15%)
No phone or internet service 734 (14%)
Intermittent service or drop outs 634 (12%)
Resolution agreed but not met 402 (8%) Change of top 10 issues
Slow data speed 390 (7%) IN OUT
• “Poor mobile • “Business loss” (dropped Failure to cancel a service 361 (7%) coverage” (no. 9) to no. 11) • “Other financial • “Bill unclear/not received” Poor mobile coverage 238 (4%) loss” (no. 10) (dropped to no. 20)
Other financial loss 228 (4%) Fault and connection issues in top 10
0 .5k 1k 1.5k 2k 2.5k
Quarter 4 Report 2019-20 | 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 4 Report 2019-20 | 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 4 Report 2019-20 | 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 4 Report 2019-20 | 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 4 Report 2019-20 | 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 4 Report 2019-20 | 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.