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. It finds that unresolved digital service problems are costing the Australian community an estimated $497 million per year.

Australians are losing time and money, and are experiencing emotional distress, due to poor cancellation practices for phone and internet services by telecommunications providers. This policy position statement calls for 13 improvements across three key areas: empowering consumers to make informed decisions, removing cancellation barriers and offering fair remedies.

This report details findings from Australian consumer complaints regarding digital platforms in the period January 2023 to August 2025. The report highlights case studies showing the similarity in consumer harms with telecommunication companies. It finds digital platform complaints are growing and concludes that establishing a Communications Ombudsman would increase trust in the digital economy.

Telecommunications services are essential to the Australian community. This position statement outlines the support for a modern universal services framework ensuring all Australians have equitable access to essential telecommunications services – covering fixed voice, mobile and internet services. To meet the needs of consumers, the framework should incorporate the principles of connectivity, accessibility, reliability and...

This report is informed by a review of over 900 complaints to the Australian Telecommunications Industry Ombudsman about financial hardship received between April 2024 and March 2025. It makes three findings and provides three recommendations. It finds that telecommunications providers are contributing to financial hardship.