Australian consumers are still experiencing a variety of problems with their telco services as indicated by ACMA's most recent Telecommunications Consumer Complaints report.
The report ranks the performance of 37 of Australia's largest telcos against three key metrics for July to September 2025.
Complaints per 10,000 services
Overall, Vonex received the fewest complaints per 10,000 services, while Vodafone was 37th, receiving the most complaints per 10,000 services.
Of the three major telcos, Telstra ranked 18th, Optus ranked 33rd while TPG Internet ranked 34th.
The report shows that consumers are lodging comparatively more complaints for certain technology types.
The industry average for mobile service complaints was 36 complaints per 10,000 services, while consumers with on Fibre to the Premises NBN connection types lodge more than twice that number, at 75 complaints per 10,000 services.
Fixed line voice was the highest complained about technology type, at 105 complaints per 10,000 services.
Complaints referred to the TIO
Across the whole of the telecommunications industry, the number of complaints raised with the Telecommunications Industry Ombudsman (TIO) increased from the same period last year.
In terms of medium and large telcos, Kogan Mobile were the top performer with the lowest percentage of complaints referred to the TIO, while Skymesh the poorest.
Of the larger telcos, Telstra had 9.3 per cent of complaints referred to the TIO, while TPG Internet had 5.7 per cent and Optus had 4.7 per cent.
Time spent to resolve complaints
The industry average time spent to resolve complaints was 5.7 days.
Dodo, Telsim, Moose Mobile, and Starlink finished equal top of the rankings, with an average of just one day. Skymesh ranked lowest, averaging 20 days to resolve its customer complaints.
TPG Internet reported an average of 2 days, Optus reported an average of 6 days and Telstra reported an average of 8 days.
The report is updated each quarter to track performance over time.
If people have concerns about their service, they should complain to their telco in the first instance. Telcos are bound by a complaint handling standard that requires them to appropriately manage customer complaints.
