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WHO IS COMPLAINING:

– Phone and internet users: 167,831 complaints, up 6.2% on a year earlier

– Ombudsman says complaints appear to be tailing off

– 87.6% of complaints involved residential users

– 12.2% involved small businesses

WHAT THEY’RE COMPLAINING ABOUT:

– Mobile phone services: 30.6%

– Multiple services: 29.7%

– Internet services: 27.8%

– Landline phone services: 11.2%

TOP FIVE GRIPES:

– Slow or no action by service providers: 34.1%

– Disputed charges or equipment fees: 25.5%

– Delays connecting to or changing providers: 12.8%

– No service at all (including internet connections): 12.5%

– Intermittent service and drop outs: 10.1%

HOW DID YOUR PROVIDER FARE?

– Telstra spawned half of all complaints (82,528, up 7.7%)

– Optus Group, including Virgin, a quarter (40,665, up 35%)

– Vodafone 6% (9,752, down 8.7%)

OTHERS:

– iiNet: 4.6% (7,719, down 24.1%)

– TPG: 3.7% (6,248, down 10.7%)

– Dodo: 2% (3,120, down 5.7%)

– Primus: 1% (1,918, up 0.1%)

– MyRepublic: 1% (1,816, up 100 per cent to double a year earlier)

– M2 Commander: 1% (1,565, down 8%)

– Southern Phone: 1% (1,484, down 28%)

THE NBN:

– 41,597 complaints involved the NBN

– Most were about service quality: 27,008

– The rest were about connection problems: 14,589

– Complaints relating to NBN are not necessarily the network’s fault and can relate to other factors

– Government says NBN figures are a win, with complaints falling as user numbers rise

– Only 1% of 4 million NBN users lodged complaints

STATE OF THE STATES:

– NSW users accounted for 31.6% of complaints (up 5%)

– Victoria 28.4% (up 9%)

– Queensland 19.6% (up 13%)

– Western Australia 9% (up 11%)

– South Australia 7.5% (up 1%)

– Tasmania 1.8% (up 0.7%)

– ACT 1.5% (down 6%)

– Northern Territory 0.6% (down 0.1%)

Source: Telecommunication Industry Ombudsman’s 2017/18 Annual Report; Government statement.