Optus complaints rise by 30% as Telstra customers report fewer issues

Optus was the telecommunications provider with the greatest increase in complaints over the past year.

According to the Telecommunications Industry Ombudsman’s (TIO) annual report, complaints about Optus rose 29.5% from 15,696 in 2021-22 to 20,323 in 2022-23.

The annual report noted that the Optus data breach last year “shaped the complaint landscape”.

“Optus actively worked with us to resolve complaints,” the TIO said.

“Because of ongoing investigations by the regulator, we could not make a decision about whether Optus had breached consumers’ privacy.

“However, we helped Optus and consumers come to agreements about how their complaints should be resolved.”

Telstra was the provider with the largest number of complaints, accounting for 40.4% of the total. However, Telstra complaints decreased 35.7% from 41,737 in 2021-22 to 26,837 in 2022-23.

Overall, complaints to the ombud were down 16.5% from 2021-22, with 66,388 complaints received.

There was also a 1.2% increase in financial hardship or repayment arrangement complaints.

Complaints about financial hardship in Victoria increased by 7%, while Western Australia had a 12% increase in the same type of issues.

Ombud Cynthia Gebert said that although pleasing to see complaints declining, the data showed households were under cost of living pressures.

“The complaints data shows that over the past year, Victorians and Western Australians had a tough time paying for their phone and internet services,” Gebert said.

“Telcos need to make sure they are offering flexible payment methods and specialised help and support for people who are struggling to pay.

“Most of our complaints about financial hardship relate to mobile services, which now make up nearly half of our overall complaints.

“Phone and internet services are essential for banking, shopping, accessing health and government services, as well as staying in touch with family and friends. It’s critical that people have access to these services, and consumers can easily get help when things go wrong.”

This article was first published by The Mandarin.