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Consumer complaint records: quarterly reporting

Telcos that supply more than 30,000 services must keep a record of complaints and report them to us on a quarterly basis. 

What complaints records must be kept?

If you supply more than 30,000 services in operation, you must keep certain complaint records.

The requirements are set out in the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.

This is in addition to your obligations under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.

You must keep a record of the:

  • number of services you supply
  • number of complaints you receive by type of service
  • average number of days you take to resolve a complaint
  • number of days you take to resolve at least 80% of complaints
  • top three complaints types by volume
  • number of Telecommunications Industry Ombudsman (TIO) Referral complaints you receive

When to report complaints data

If you supply more than 30,000 services in operation, you must report complaints data quarterly.  

You have up to 30 days after the end of each quarter to send us your data.

Record-keeping period Due date for submission to ACMA
31 March On or before 30 April
30 June On or before 30 July
30 September On or before 30 October
31 December On or before 30 January


How to report complaints data

You must report your data to us through our complaints reporting portal. There is assistance available on the portal.

First-time users:

1. Register for a myGovID and link yourself to the company you are reporting on behalf of. If you require additional support using myGovID, visit the website for more information.

2. Access the complaints reporting portal using your myGovID.

3. Request the ACMA-issued ‘permission token’, through the token registration form. The details required are:

  • your name
  • position title
  • email address
  • phone number
  • company name
  • company ABN

4. Once your permission token has been issued, access the portal to report your complaints to us.

A test complaint reporting form is available on the portal for first-time users.

Returning users:

Use your myGovID to log in to the complaints reporting portal.

Contact with any questions or issues accessing the portal.

If you do not follow the rules

We monitor the industry and investigate telcos that break the rules.

If this is the case, we may take enforcement action against you. This could result in a formal warning, direction to comply, an infringement notice, or court proceedings.

We publish our enforcement outcomes on our website.

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