A new report from the Telecommunications Industry Ombudsman has found that complaints about Australian telecom providers dropped by nearly 15 per cent in the 2023/2024 financial year.
Ms Cynthia Gebert, the Ombudsman overseeing the report, noted that despite the improved figures, customers continued to express frustration with poor customer service, slow problem resolution, and service and equipment fees.
The two largest telecommunications companies, Telstra and Optus, accounted for two-thirds of complaints, though Optus saw the largest decline despite one single major outage affecting 10 million people.
The latest figures also showed that just over half of the escalated complaints were resolved within 60 days.
The Ombudsman has urged telcos to improve services, especially for vulnerable customers and those in rural parts of the country, as timely assistance remains critical.