# Telco complaints fell, but unresolved faults still hurt > New TIO and ACMA reports show fewer telco complaints, but problems persist. Here is what the figures mean and how to prepare an unresolved complaint. - Canonical URL: https://techxtelco.com/news/telco-complaints-report-2026/ - Published: 2026-10-10 - Updated: 2026-10-10 - Topics: Telco, News - Author: Michel Elijah - Image: https://anrkjmgqmwfosbvyzrzc.supabase.co/storage/v1/object/public/article-images/telco-complaints-report-2026/hero-v1.webp - Publisher: Tech X Telco (https://techxtelco.com) Australians made fewer phone and internet complaints in the 2025–26 financial year, according to reports released by the Telecommunications Industry Ombudsman and ACMA on 7 October. But the decline sits alongside continuing difficulties getting faults tested and problems resolved. ### What you need to know Two different reports show a fall in complaints. ACMA measures complaints to providers; the TIO measures complaints reaching the ombudsman. If your service problem remains unresolved, keep a dated record and tell the provider what outcome you want before escalating. Source: [TIO: annual complaints and unresolved problems](https://www.tio.com.au/news/annual-telco-complaints-down-but-consumers-still-paying-the-price) Source: [ACMA: provider complaints and TIO referrals](https://www.acma.gov.au/articles/2026-10/telco-complaints-down-ombudsman-referrals-still-too-high) ## Two totals, two stages of the process The TIO received 53,834 complaints, down 6.5%. Its most common issue was delay or failure to act, recorded in 33,165 complaints. Inadequate fault testing appeared in 7,143 complaints. Complaints seeking compensation for financial loss increased 60.7% to 2,609. That category excludes business-loss compensation. The figures describe complaints seeking redress, not compensation already paid. Source: [TIO: annual complaints and unresolved problems](https://www.tio.com.au/news/annual-telco-complaints-down-but-consumers-still-paying-the-price) ACMA recorded 748,501 complaints to providers, down 10.8%. Its report covers 40 medium-to-large telcos. Average resolution time improved from 5.9 to 5.4 days, while the proportion escalated to the TIO rose from 6.6% to 6.9%. Source: [ACMA: provider complaints and TIO referrals](https://www.acma.gov.au/articles/2026-10/telco-complaints-down-ombudsman-referrals-still-too-high) These totals should not be added together as a count of unique people. They describe different parts of the complaint system. An overall improvement also tells you little about whether an individual fault has been fixed. ## What is still being proposed? The TIO is seeking minimum reliability standards and baseline compensation arrangements. ACMA also points to a draft consumer-protection standard under consultation. These announcements do not establish a new automatic payout for every outage. Source: [TIO: annual complaints and unresolved problems](https://www.tio.com.au/news/annual-telco-complaints-down-but-consumers-still-paying-the-price) Source: [ACMA: provider complaints and TIO referrals](https://www.acma.gov.au/articles/2026-10/telco-complaints-down-ombudsman-referrals-still-too-high) [Our outage-register and coverage-map guide explains how to check the information a mobile network publishes about service problems.](https://techxtelco.com/news/mobile-coverage-outage-transparency/) ## Prepare a complaint that is easy to follow The TIO asks people to raise the problem with their provider first. It needs to know what happened, what the telco did and the resolution sought. Supporting documents are optional but useful. Source: [TIO: make a complaint](https://www.tio.com.au/make-a-complaint) 1. Write a short timeline: when the fault began, when you contacted the provider and what changed after each attempted fix. 2. Keep complaint reference numbers, bills, relevant messages and receipts for costs you want considered. 3. Describe the remaining problem and the outcome you are seeking, such as a repair, billing correction or consideration of documented losses. 4. If it remains unresolved, use the TIO’s official complaint page and explain the steps already taken. A precise description is more useful than a long list of frustrations. For example, say that calls drop at a particular location, record the dates and explain whether the provider has tested the service. Avoid sending passwords or unrelated personal documents with the complaint. [Our digital-platform complaints guide explains why a dispute with an online platform may need a different escalation route.](https://techxtelco.com/security/digital-platform-complaints-australia/) [A new tower announcement is a separate question from whether an existing fault has been resolved; our Upper Stone report explains the latest regional project.](https://techxtelco.com/news/upper-stone-telstra-mobile-tower/) ### Sources and further reading - [TIO: annual complaints and unresolved problems](https://www.tio.com.au/news/annual-telco-complaints-down-but-consumers-still-paying-the-price): FY2025–26 totals, delays, fault testing, financial-loss exclusion and reform proposals. - [ACMA: provider complaints and TIO referrals](https://www.acma.gov.au/articles/2026-10/telco-complaints-down-ombudsman-referrals-still-too-high): Provider complaints, referral proportion, average resolution time and draft consumer-protection standard. - [TIO: make a complaint](https://www.tio.com.au/make-a-complaint): Contact the provider first; required details, supporting documents and requested resolution.