Many Australians have lost trust in the telecommunications industry’s ability to resolve issues. Too few raise complaints and even fewer use free, independent dispute resolution services.

This research paper outlines findings from research by the Telecommunications Industry Ombudsman (TIO) and undertaken by Consumer Policy Research Centre (CPRC) to understand who experiences challenges with telco services in Australia and what the complaint experience is like for them.

Underlying the report's findings is the recognition that-- with telco services being so essential-- they should be designed and delivered in ways that acknowledge that most of their customers will experience some form of difficulty or vulnerability. In spite of this, the process of making a complaint is lengthy and frustrating, leading to many people not making a complaint at all when they face problems.

The report argues that industry, consumer groups, dispute resolution bodies and regulators all have an interest in Australians having access to reliable and affordable telecommunications services and as such have a role to play in improving telco services.

Key findings:

• 76% of Australians faced a financial or non-financial difficulty in the past 12 months. People with multiple difficulties in their life relied more heavily on telco services and were more likely to experience a challenge with their telco service.
• 55% of people experienced at least one challenge with a telco service in the last 12 months.
• Problems with coverage and quality of service are the most common but problems with telco customer service cause the greatest negative impact on consumers.
• 46% of Australians who experienced a telco challenge in the past 12 months did not lodge a complaint. 40% of people who didn’t complain said they didn’t believe their complaint would make a difference.
• There is declining awareness of the TIO, but people who do make it to the TIO are largely happy with the service they receive.