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TIO Quarter One 2020 Complaints Report.Pdf Quarterly report Quarter 1 Financial year 2020 Complaints total complaints 32,801 referred to providers Internet services were the most Top 5 issues complained about service type No or delayed action by provider 11.5k Service and equipment fees 15,925 48.6% 10.5k fault and connection of total complaints complaints Delay establishing a service 4.6k Providers No phone or internet service 4.2k of providers had a complaint in Q1 13.6% Resolution agreed but not met 3.6k of total complaints came from the top 10 providers 92.9% 0 12k Enquiries Who complained residential 86% consumers 13,030 enquiries 14% small business consumers Dispute resolution Contacts complaints came back Online Calls 5,420 unresolved from providers unresolved complaints 47.9k 40k were escalated for 4,225 dispute resolution Contacts and complaints Contacts Q1 40,010 4 7,9 1 8 19-20 Q4 39,482 45,914 18-19 Q3 18-19 39,477 48,213 Q2 18-19 35,900 41,486 Q1 Calls 40,485 42,154 18-19 Online 0 20k 40k 60k 80k 100k Complaints Q1 32,801 19-20 Q4 33,894 18-19 Q3 37,599 18-19 Q2 18-19 30,035 Q1 30,859 18-19 0 5k 10k 15k 20k 25k 30k 35k 40k Enquiries Q1 13,030 19-20 Q4 11,989 18-19 Q3 18-19 12,984 Q2 18-19 11,843 Q1 12,538 18-19 0 3k 6k 9k 12k 15k Quarter 1 Report 2019-20 2. Complaints by service type Complaints by service type Q1 10,657 (33%) 4,398 (13%) 9,968 (30%) 7,395 (23%) 383 (1%) 19-20 Q4 18-19 11,575 (34%) 4,763 (14%) 9,533 (28%) 7, 62 1 (23%) 402 (1%) Q3 18-19 12,969 (35%) 4,812 (13%) 10,682 (28%) 8,841 (24%) 295 (1%) Q2 9,621 (32%) 3,862 (13%) 9,583 (32%) 6,734 (22%) 235 (1%) 18-19 Q1 8,999 (29%) 3,830 (12%) 10,305 (33%) 7,482 (24%) 243 (1%) 18-19 0 5k 10k 15k 20k 25k 30k 35k 40k Internet Landline Mobile Multiple Property Top 10 issues in complaints No or delayed action by provider 11,522 (30%) Service & equipment fees 10,553 (28%) Delay establishing a service 4,591 (12%) No phone or internet service 4,166 (11%) Resolution agreed but not met 3,575 (10%) Intermittent service/drop outs 2,983 (8%) Slow data speed 2,417 (7%) Misleading conduct when making a contract 1,743 (5%) Termination fee 1,465 (4%) Missed appointment 1,183 (4%) 0 2k 4k 6k 8k 10k 12k Quarter 1 Report 2019-20 3. Who complained Complaints by consumer type Q1 28,081 (86%) 4,720 (14%) 19-20 Q4 29,064 (86%) 4,830 (14%) 18-19 Q3 18-19 32,382 (86%) 5,217 (14%) Q2 (85%) (15%) 18-19 25,403 4,632 Q1 26,046 (84%) 4,813 (16%) Residential 18-19 Small business & other 0 5k 10k 15k 20k 25k 30k 35k 40k Top 10 issues for residential consumers No or delayed action by provider 9,779 (35%) Service & equipment fees 9,169 (33%) Delay establishing a service 3,846 (14%) No phone or internet service 3,406 (12%) Resolution agreed but not met 3,139 (11%) 1,653 (5%) Intermittent service/drop outs 2,562 (9%) Slow data speed 2,239 (8%) Misleading conduct when making a contract 1,502 (5%) Termination fees 1,246 (4%) Missed appointment 1,040 (4%) 0 2k 4k 6k 8k 10k Top 10 issues for small businesses No or delayed action by provider 1,743 (37%) Service & equipment fees 1,384 (29%) No phone or internet service 760 (16%) Delay establishing a service 745 (16%) Resolution agreed but not met 436 (9%) 1,653 (5%) Intermittent service/drop outs 421 (9%) Number problem due to connection, disconnection or transfer 255 (5%) Disconnection in error 249 (5%) Misleading conduct when making a contract 241 (5%) Termination fee 219 (5%) 0 .5 1k 1.5k 2k Quarter 1 Report 2019-20 4. Complaints about mobile services Top 10 issues for mobile services Service & equipment fees 3,392 (34%) No or delayed action by provider 3,274 (33%) Resolution agreed but not met 1,190 (12%) Misleading conduct when making a contract 941 (9%) Mobile - complaints Poor mobile coverage 634 (6%) Termination fee 628 (6%) Equipment fault 555 (6%) Excess data charges 525 (5%) Barring/suspension/disconnection 488 (5%) Financial hardship/repayment arrangement 478 (5%) 0 .5k 1k 1.5k 2k 2.5k 3k 3.5k Mobile complaints Q1 9,968 19-20 Mobile - complaints by consumer type Q4 9,533 18-19 Q3 18-19 10,682 Q2 18-19 9,583 Q1 10,305 18-19 0 2k 4k 6k 8k 10k 12k Mobile service type by consumer Q1 8,884 (89%) 1,084 (11%) 19-20 Q4 8,460 (89%) 1,073 (11%) 18-19 Q3 18-19 9,537 (89%) 1,145 (11%) Q2 (89%) (11%) 18-19 8,537 1,046 Residential Q1 9,281 (90%) 1,024 (10%) 18-19 Small business & other 0 2k 4k 6k 8k 10k 12k Quarter 1 Report 2019-20 5. Complaints about internet services Top 10 issues for internet services No or delayed action by provider 3,720 (35%) Service & equipment fees 3,508 (33%) Delay establishing a service 2,036 (19%) Slow data speed 1,901 (18%) Internet - Faults andIntermittent connection service/drop complaints outs 1,653 (16%) No phone or internet service 1,510 (14%) Resolution agreed but not met 1,074 (10%) Missed appointment 607 (6%) Termination fee 482 (5%) Fault and connection Misleading conduct when making a contract 325 (3%) issues in top 10 0 .5k 1k 1.5k 2k 2.5k 3k 3.5k 4k Fault and connection complaints Q1 4,621 (68%) 2,214 (32%) 19-20 Internet - Internet service type by consumer type Q4 5,006 (64%) 2,794 (36%) 18-19 Q3 18-19 5,333 (58%) 3,881 (42%) Q2 3,327 (50%) 3,281 (50%) 18-19 Services delivered over the NBN Q1 3,180 (54%) 2,703 (46%) Services delivered over 18-19 other networks 0 2k 4k 6k 8k 10k Internet service type by consumer Q1 9,832 (92%) 825 (8%) 19-20 Q4 10,677 (92%) 898 (8%) 18-19 Q3 18-19 11,914 (92%) 1,055 (8%) Q2 (91%) (9%) 18-19 8,754 867 Q1 8,177 (91%) 822 (9%) Residential 18-19 Small business & other 0 3k 6k 9k 12k 15k Quarter 1 Report 2019-20 6. Complaints about landline services Top 10 issues for landline services No or delayed action by provider 1,514 (34%) No phone or internet service 1,099 (25%) Service & equipment fees 998 (23%) Delay establishing a service 642 (15%) Number problem due to connection, disconnection or transfer 467 (11%) Resolution agreed but not met 403 (9%) Intermittent service/drop outs 324 (7%) Partially restricted service 311 (7%) Disconnection in error 234 (5%) Fault and connection Missed appointment 150 (3%) issues in top 10 0 .5k 1k 1.5k 2k Fault and connection complaints Q1 1,820 (62%) 1,114 (38%) 19-20 Q4 1,893 (57%) 1,456 (43%) 18-19 Q3 18-19 1,634 (49%) 1,686 (51%) Q2 1,167 (46%) 1,368 (54%) 18-19 Services delivered over the NBN Q1 1,154 (49%) 1,198 (51%) 18-19 Services delivered over other networks 0 .5k 1k 1.5k 2k 2.5k 3k 3.5k Landline service type by consumer Q1 3,062 (70%) 1,336 (30%) 19-20 Q4 3,403 (71%) 1,360 (29%) 18-19 Q3 18-19 3,442 (72%) 1,370 (28%) Q2 (66%) (34%) 18-19 2,549 1,313 Q1 Residential 2,540 (66%) 1,290 (34%) 18-19 Small business & other 0 1k 2k 3k 4k 5k Quarter 1 Report 2019-20 7. Complaints about multiple services Top 10 issues for multiple services No or delayed action by provider 2,987 (40%) Service & equipment fees 2,648 (36%) Delay establishing a service 1,447 (20%) No phone or internet service 1,395 (19%) Resolution agreed but not met 904 (12%) Intermittent service/drop outs 822 (11%) Slow data speed 430 (6%) Missed appointment 419 (6%) Misleading conduct when making a contract 410 (6%) Fault and connection Bill unclear/not received 366 (5%) issues in top 10 0 .5k 1k 1.5k 2k 2.5k 3k Fault and connection complaints Q1 2,988 (72%) 1,150 (28%) 19-20 Q4 3,077 (67%) 1,494 (33%) 18-19 Q3 18-19 3,395 (62%) 2,051 (38%) Q2 2,177 (56%) 1,732 (44%) 18-19 Services delivered over the NBN Q1 2,452 (60%) 1,621 (40%) Services delivered over 18-19 other networks 0 1k 2k 3k 4k 5k 6k Multiple service type by consumer Q1 5,954 (81%) 1,441 (19%) 19-20 Q4 6,151 (81%) 1,470 (19%) 18-19 Q3 18-19 7,209 (82%) 1,632 (18%) Q2 (80%) (20%) 18-19 5,356 1,378 Q1 Residential 5,833 (78%) 1,649 (22%) 18-19 Small business & other 0 2k 4k 6k 8k 10k Quarter 1 Report 2019-20 8. Top 10 providers by complaints Top 10 providers by complaint numbers Optus 7,758 (24%) Exetel 464 (1%) Southern Phone Company 372 (1%) Dodo 358 (1%) M2 Commander 285 (1%) Telstra iiNet Vodafone TPG 16,703 (51%) 1,520 (5%) 1,439 (4%) 1,312 (4%) MyRepublic 265 (1%) Top 10 providers by service type Organisation/Group Internet Landline Mobile Multiple Property Telstra Corporation 4,646 2,548 5,208 4,198 103 Optus Group 2,173 893 2,852 1,801 39 iiNet Ltd 957 168 43 346 6 Vodafone Australia Limited 134 3 1,241 60 1 TPG Internet Pty Ltd 873 122 81 225 11 Exetel Pty Ltd 337 51 18 57 1 Southern Phone Company Ltd 135 101 65 71 - Dodo Services Pty Ltd 205 23 43 86 1 M2 Commander Pty Ltd 28 131 8 117 1 MyRepublic Pty Ltd 232 10 - 23 - Quarter 1 Report 2019-20 9.
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