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.