Landline telephones

Fixed line telephones

National Broadband Network fixed line migration — service continuity and complaints management

The objective of this audit was to assess the effectiveness of NBN Co’s service continuity operations relating to the migration of telecommunication services to the National Broadband Network (NBN).
Discussion paper

Fixed line telecommunications services declaration inquiry: consultation and position paper

The ACCC has released this public consultation and position paper for the fixed line telecommunications services declaration inquiry.

Resilient consumers report

A high proportion of complaints to the Telecommunications Industry Ombudsman feature simple issues related to customer service and complaint handling. New consumer survey results show the 60% of respondents indicated that they had spent more than 3 hours engaging with their provider to have a...

Management of the contract for telephone Universal Service Obligations

The objective of this audit was to assess the effectiveness of the Department of Communications and the Arts’ contract management of selected telephone universal service obligations.
Annual Report

Telecommunications Industry Ombudsman 2012-2013 annual report

This year, 35,000 fewer consumers made new complaints to the TIO. This is a reduction of 18 per cent from the previous year, and you need to go back five years to find a period when fewer new complaints were made to the TIO. In...
Annual Report

Telecommunications Industry Ombudsman 2013-2014 annual report

Complaints about mobile faults including coverage, slow data speeds and call dropouts almost halved. Customer service and complaint handling concerns also reduced significantly. These results suggest that an industry focus on infrastructure investment and customer experience, and recent co-regulatory initiatives to protect consumers, are working.
Annual Report

Telecommunications Industry Ombudsman 2014-2015 annual report

This year, the TIO handled 124,417new complaints and 44,365 enquiries from Australian telco consumers, positioning our service once again as the busiest Ombudsman in the country.

Communications report 2013-14 series: report 2

Are you one of the more than five million adult Australians now using a voice over internet protocol (VoIP) service? The evolution of VoIP in Australia, the second complementary report in the ACMA Communications report 2013–14 series, shows that VoIP services have been a big...

Australians get mobile: using mobile devices for voice, messaging and internet access

To what extent have mobile phones become substitutes for fixed-line telephone and fixed-internet, and what is the influence of Australians’ age, location and living circumstances? This snapshot provides some answers to those questions. Summary Mobile phones and mobile internet devices are an increasingly important feature...
Annual Report

Telecommunications Industry Ombudsman 2011 annual report

This year was the busiest on record for the Telecommunications Industry Ombudsman, which received 197,682 new complaints, an increase of 17.8 per cent. More than half of these complaints – 112,376 – were about mobile phone services. This report presents the activities of the Telecommunications...