Community & Business
18 February, 2026
Are we surprised? Mobile and internet reliability complaints spike in latest report
The Telecommunications Industry Ombudsman (TIO) received 14,017 complaints between October and December 2025, an increase of 3.6 per cent from the previous quarter.
The TIO’s Quarter Two Complaints Report shows more people are having trouble relying on their phone and internet with services not working altogether or taking too long to fix.
Encouragingly, there were fewer financial hardship issues this quarter. In the digital platform space, increasing account access problems show people still aren’t getting the help they need.
Mobile and internet failures increase, compensation requests climb
Complaints from people without a working mobile or internet service increased 41.6 per cent to 1961 complaints nationally, confirming service reliability as the biggest pain point in the reporting period.
The spike was partly driven by telcos disconnecting mobiles that couldn’t reliably connect to emergency services, an action required by emergency service rules. The Optus Triple Zero outage and some extended local internet outages across Australia also played a role in driving these complaints.
For the second consecutive quarter, complaints from people seeking compensation for non-financial loss* increased 13.9 per cent to 1138 total complaints.
*Non-financial loss involving privacy issues are not included in these figures.
Falling financial hardship complaints signal shift in the right direction
Financial hardship complaints fell 19.2 per cent to a total of 399 complaints compared to the previous quarter. Compared to the same period last year, financial hardship complaints are down 35.7 per cent.
Digital platforms spotlight: Account access problems still growing
People raised 719 complaints with the TIO about digital platforms in 2025, up 20 per cent compared to 2024. Account access problems were a key theme, with people reporting community guideline decisions they can’t appeal and problems regaining access to hacked accounts.
Ombudsman Cynthia Gebert said we need settings that match modern life.
“Consumers don’t see phone and internet connectivity as optional anymore. Rules need to set the standard for phone and internet reliability, balancing community expectations and what is realistic for the industry.”
“It’s not surprising more people are asking for compensation. We expect telcos to offer fair remedies early when their customer’s situation calls for it. When repeated failures cause someone ongoing inconvenience and stress, it impacts people’s wellbeing and they expect their telco to make it right.”
“Declining financial hardship complaints suggest the new financial hardship rules are lifting standards which is really encouraging. But every hardship complaint still represents someone under real pressure who’s not getting the help they need, so there’s still work to be done.”
“This quarter we heard from more people frustrated with digital platforms and the lack of support. People feel trapped in automated systems with no way to reach a real person. These problems aren’t going away, but there is a path forward. The government is proposing a digital duty of care and there’s an opportunity here to simultaneously fill the gap with a Digital Platforms Ombudsman.”
Sarah Thompson from the NSW Farmers Rural Affairs Committee said the stats reflected what farmers were saying.
“A lot of people are fairly fed up with complaining about this long-running issue, and it’s clear enough isn’t being done to fix the problem,” Mrs Thompson said.
“I agree with Telecommunications Industry Ombudsman Cynthia Gebert when she says consumers don’t see phone and internet connectivity as optional anymore, these are vital not only for business and education but the basics of everyday life.
“We’re encouraging people who aren’t satisfied with their service or the resolutions from their providers to go to the TIO to try and get a better outcome and make sure the issues are reported on.”
“The government’s Universal Outdoor Mobile Obligation is a critical step toward better voice and data services,” Mrs Thompson said.
“Requiring that mobile coverage be reasonably available outdoors across the country will improve safety and improve liveability for everyone, not just those who live in the capital cities.
“But there’s still a lot of work that needs to be done to make sure that providers are accountable to the UOMO and deliver what’s been promised.
“NSW Farmers continues to advocate that UOMO must be a complementary tool and not replace investment in improvements to the existing terrestrial network – we know a lot of farmers struggle daily with reliable and quality connection.
“So I think we need to keep being the proverbial squeaky wheel and keep complaining, but do it in a way that matters, and that’s to the TIO.”
