Landline telephones


28 Nov 2019

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

31 Aug 2018

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


29 Sep 2017

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

17 Nov 2016

The Telecommunications Industry Ombudsman (TIO) finds itself in a telecommunications landscape that is going through significant change, with new converging technologies and the roll out of major infrastructure. Investments in mobile infrastructure have greatly reduced the number of complaints about mobile services. At the same...

Annual Report

14 Oct 2015

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.


17 Jun 2015

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...


9 Jun 2015

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...

Annual Report

23 Oct 2014

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...

Annual Report

31 Oct 2013

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

29 Oct 2012

Consumers made 193,702 new telco complaints in 2011-12, a decrease of two per cent on the previous year. Complaints about mobile phones increased by nine per cent to 122,834 from 112,376 in 2010-11. Two out of three complaints made to the TIO were about mobile...

Annual Report

10 Nov 2011

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...


12 Aug 2011

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...



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