The report examines the Australian community’s experiences with digital service problems and challenges resolving online complaints. The report reveals widespread problems with digital services – people find it hard or impossible to get help.

Key findings

• 4 in 5 Australians faced at least one digital service problem in the past year, with 45% of those experiencing four or more problems.
• Unresolved digital service problems are costing the Australian community an estimated $497 million per year.
• Over half of people reported having lower trust online because of digital service problems.
• The top platforms people report digital service problems with are online shopping platforms and social media.
• The most common problems involve accounts and access, fees and charges, and poor customer service.