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Large and medium-sized telcos with 30,000 or more services send us data about the complaints they receive. We collect this data under the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.
The data includes:
- the number of complaints received for each type of service
- the time taken to resolve complaints
- details of certain complaint types
- the NBN access technology the customer is using.
The data helps us to identify areas of telcos’ complaints-handling performance that we need to look at more closely.
It also provides transparency to industry, consumers, and government.
Key industry-wide observations from January 2026 to March 2026
- Complaint rates: Average complaints to telcos per 10,000 services remained at 40.
- Resolution times: The weighted average days to resolve complaints fell from 5.9 to 5.3.
- TIO complaints vs. provider complaints: Rates of complaints being escalated to the Telecommunications Industry Ombudsman (TIO) decreased from 7.3% to 7.2%.
Individual telco complaints-handling rankings: January 2026 to March 2026
Notes:
- Tables show telcos with 30,000 or more services except where indicated.
- Complaints per 10,000 services is calculated by dividing the number of complaints reported by the corresponding number of services for a telco and multiplying by 10,000.
- Some telcos only provide one type of service, while others operate across multiple service categories.
- Some telcos report separately for different brands, while others, like Telstra with Belong, and Optus with Coles Mobile, report collectively.
- Complaints exclude complaints escalated to the TIO and outage complaints unless specified otherwise.
- View the glossary of terms.
Complaints for all services (mobile, landline or internet)
This ranking shows how many complaints a telco received for every 10,000 services they supplied during the quarter.
A higher number means a larger proportion of the telco’s customers made a complaint.
Lowest complaints: Vonex, Starlink
Highest complaints: TPG Internet
Industry average: 40
Industry average previous quarter: 40
Industry average previous year (Jan–Mar 2025): 45
Complaints per 10,000 services: All services
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Vonex | 2 | 2 | 4 |
| 1 | Starlink | 2 | 2 | 7 |
| 3 | Medion | 7 | 6 | 7 |
| 4 | Leap Telecommunications | 11 | 11 | 27 |
| 5 | Aussie Broadband | 12 | 11 | 8 |
| 6 | More Telecom | 13 | 11 | 11 |
| 7 | Telsim | 14 | 19 | 18 |
| 8 | Skymesh | 15 | 10 | 15 |
| 9 | Tangerine Telecom | 17 | 14 | 17 |
| 10 | Origin Energy | 18 | 21 | 14 |
| 11 | Amaysim Mobile | 20 | 13 | 25 |
| 12 | Lyca Mobile | 21 | 14 | 12 |
| 13 | Telechoice | 23 | 31 | 14 |
| 14 | Exetel | 26 | 24 | 22 |
| 14 | Occom | 26 | 11 | 32 |
| 16 | Spintel | 27 | 39 | 33 |
| 17 | Flip | 28 | 17 | N/A |
| 17 | iiNet | 28 | 32 | 45 |
| 19 | Telstra | 29 | 30 | 30 |
| 20 | Uniti Internet | 31 | 30 | 55 |
| 20 | Commander | 31 | 28 | 35 |
| 22 | Activ8me | 33 | 39 | 49 |
| 23 | Woolworths Mobile | 34 | 25 | 29 |
| 23 | Foxtel | 34 | 37 | 26 |
| 25 | Moose Mobile | 36 | 36 | 41 |
| 26 | Mate Communicate | 39 | 39 | 26 |
| 27 | Southern Phone Company | 40 | 35 | 32 |
| 27 | Superloop Broadband | 40 | 31 | 41 |
| 29 | Dodo | 47 | 48 | 44 |
| 30 | Primus | 54 | 57 | 82 |
| 31 | Optus | 61 | 69 | 58 |
| 32 | TPG Telecom | 71 | 51 | N/A |
| 33 | TPG Internet | 79 | 85 | 98 |
Average days to resolve a complaint (for all services)
This ranking shows the average number of days it took each telco to resolve complaints during the quarter.
A higher number means the telco took longer to resolve complaints.
Fastest to resolve: Leap Telecommunications, Starlink, Moose Mobile, Telsim
Slowest to resolve: Vonex
Industry average (weighted): 5.3
Industry average previous quarter (weighted): 5.9
Industry average previous year (Jan–Mar 2025) (weighted): 6.1
Average days to resolve a complaint
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Leap Telecommunications | 1 | 2 | 6 |
| 1 | Starlink | 1 | 1 | 1 |
| 1 | Moose Mobile | 1 | 1 | 1 |
| 1 | Telsim | 1 | 1 | 2 |
| 5 | Mate Communicate | 2 | 2 | 3 |
| 5 | Dodo | 2 | 2 | 1 |
| 5 | TPG Internet | 2 | 2 | 2 |
| 5 | Woolworths Mobile | 2 | 2 | 1 |
| 9 | TPG Telecom | 3 | 4 | N/A |
| 10 | Superloop Broadband | 4 | 4 | 4 |
| 10 | Primus | 4 | 8 | 7 |
| 10 | Exetel | 4 | 3 | 4 |
| 10 | Optus | 4 | 6 | 6 |
| 10 | Uniti Internet | 4 | 6 | 13 |
| 15 | Foxtel | 5 | 4 | 5 |
| 16 | More Telecom | 6 | 3 | 3 |
| 16 | Flip | 6 | 7 | N/A |
| 16 | Amaysim Mobile | 6 | 3 | 1 |
| 16 | Medion | 6 | 6 | 6 |
| 16 | Lyca Mobile | 6 | 8 | 6 |
| 21 | Activ8me | 7 | 9 | 10 |
| 21 | Tangerine Telecom | 7 | 3 | 3 |
| 23 | Aussie Broadband | 8 | 6 | 5 |
| 23 | Spintel | 8 | 6 | 7 |
| 23 | iiNet | 8 | 7 | 5 |
| 23 | Skymesh | 8 | 12 | 20 |
| 27 | Telechoice | 9 | 2 | 3 |
| 27 | Telstra | 9 | 8 | 9 |
| 27 | Origin Energy | 9 | 8 | 9 |
| 27 | Commander | 9 | 9 | 6 |
| 27 | Southern Phone Company | 9 | 9 | 8 |
| 32 | Occom | 10 | 11 | 9 |
| 33 | Vonex | 17 | 22 | 14 |
TIO complaints vs. provider complaints (for all services)
Complaints can be made to the TIO by a customer to receive further support in resolving a complaint with their telco.
This ranking shows the ratio of complaints made to the TIO vs. complaints made directly to the provider by the telco's customers. Higher percentage means a larger proportion of customers seeking external dispute resolution from the ombudsman for that telco.
Lowest TIO Complaints vs. Provider Complaints: Woolworths Mobile
Highest TIO Complaints vs. Provider Complaints: Skymesh
Industry average: 7.2%
Industry average previous quarter: 7.3%
Industry average previous year (Jan–Mar 2025): 7.1%
TIO complaints vs. provider complaints
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Woolworths Mobile | 2.8% | 3.1% | 2.3% |
| 2 | TPG Telecom | 3.9% | 5.6% | N/A |
| 3 | Commander | 4.1% | 5.0% | 7.7% |
| 4 | Amaysim Mobile | 4.4% | 5.3% | 3.6% |
| 5 | Optus | 5.4% | 4.6% | 5.4% |
| 6 | TPG Internet | 6.3% | 6.5% | 6.7% |
| 7 | Dodo | 7.8% | 10.1% | 7.8% |
| 8 | Telstra | 8.7% | 8.5% | 10.2% |
| 9 | Moose Mobile | 9.5% | 7.3% | 4.6% |
| 10 | Telsim | 9.9% | 9.3% | 5.3% |
| 11 | Mate Communicate | 10.0% | 11.1% | 25.4% |
| 12 | Activ8me | 10.6% | 13.0% | 12.7% |
| 13 | Foxtel | 11.7% | 10.3% | 14.8% |
| 13 | Medion | 11.7% | 12.3% | 12.6% |
| 15 | Primus | 11.9% | 10.4% | 5.6% |
| 16 | Southern Phone Company | 13.8% | 15.3% | 27.8% |
| 17 | Telechoice | 15.5% | 11.9% | 6.1% |
| 18 | Exetel | 16.3% | 27.0% | 20.5% |
| 19 | Vonex | 17.6% | 33.3% | 7.1% |
| 20 | iiNet | 18.0% | 17.5% | 14.1% |
| 21 | Aussie Broadband | 21.6% | 28.4% | 31.9% |
| 22 | Occom | 23.0% | 72.7% | 10.5% |
| 23 | Flip | 24.4% | 32.4% | N/A |
| 24 | Uniti Internet | 24.5% | 17.9% | 19.0% |
| 25 | Leap Telecommunications | 24.7% | 26.0% | 13.8% |
| 26 | More Telecom | 27.9% | 34.7% | 38.4% |
| 27 | Superloop Broadband | 28.0% | 23.2% | 17.8% |
| 28 | Spintel | 30.1% | 25.6% | 20.8% |
| 29 | Origin Energy | 30.4% | 21.6% | 40.3% |
| 30 | Tangerine Telecom | 38.5% | 54.2% | 49.5% |
| 31 | Lyca Mobile | 54.3% | 53.4% | 35.9% |
| 32 | Starlink | 58.3% | 27.9% | 5.4% |
| 33 | Skymesh | 89.6% | 133.3% | 121.6% |
Landline and broadband complaints
Excludes NBN.
Lowest complaints: Spintel, Skymesh
Highest complaints: Southern Phone Company
Industry average: 63
Industry average previous quarter: 67
Industry average previous year (Jan–Mar 2025): 89
Complaints per 10,000 services: Non-NBN services
Telcos in this table may have fewer than 10,000 services of this type
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Spintel | 0 | 169 | 0 |
| 1 | Skymesh | 0 | 24 | 0 |
| 3 | Vonex | 1 | 2 | 4 |
| 4 | Commander | 4 | 3 | 2 |
| 5 | Tangerine Telecom | 9 | N/A | N/A |
| 6 | Uniti Internet | 13 | 10 | 30 |
| 7 | Leap Telecommunications | 16 | 15 | 24 |
| 8 | Aussie Broadband | 19 | 31 | 17 |
| 9 | Flip | 25 | 4 | N/A |
| 10 | Origin Energy | 28 | 39 | 24 |
| 11 | Occom | 30 | 13 | 35 |
| 12 | Exetel | 37 | 31 | 26 |
| 12 | iiNet | 37 | 45 | 60 |
| 14 | More Telecom | 39 | 36 | 79 |
| 15 | Superloop Broadband | 54 | 39 | 53 |
| 16 | Activ8me | 57 | 34 | 40 |
| 17 | Primus | 74 | 81 | 110 |
| 18 | Telstra | 101 | 106 | 154 |
| 19 | TPG Internet | 119 | 131 | 157 |
| 20 | Dodo | 196 | 37 | 53 |
| 21 | Southern Phone Company | 267 | 86 | 64 |
NBN complaints
Lowest complaints: Uniti Internet
Highest complaints: TPG Telecom
Industry average: 58
Industry average previous quarter: 58
Industry average previous year (Jan–Mar 2025): 66
Complaints per 10,000 services: NBN services
Telcos in this table may have fewer than 10,000 services of this type
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Uniti Internet | 0 | 22 | 29 |
| 2 | Vonex | 5 | 3 | 1 |
| 3 | Aussie Broadband | 9 | 9 | 7 |
| 4 | Leap Telecommunications | 10 | 9 | 28 |
| 5 | Skymesh | 15 | 9 | 15 |
| 6 | Origin Energy | 17 | 20 | 14 |
| 7 | More Telecom | 19 | 21 | 18 |
| 8 | Occom | 20 | 8 | 30 |
| 9 | Tangerine Telecom | 21 | 20 | 20 |
| 10 | iiNet | 26 | 29 | 45 |
| 11 | Activ8me | 28 | 39 | 51 |
| 12 | Flip | 31 | 19 | N/A |
| 13 | Amaysim Mobile | 35 | 34 | 13 |
| 14 | Spintel | 36 | 52 | 41 |
| 14 | Exetel | 36 | 34 | 31 |
| 14 | Moose Mobile | 36 | 46 | 100 |
| 17 | Telechoice | 38 | 77 | 90 |
| 18 | Mate Communicate | 39 | 36 | 43 |
| 19 | Superloop Broadband | 44 | 35 | 43 |
| 19 | Telstra | 44 | 44 | 45 |
| 21 | Primus | 48 | 51 | 78 |
| 22 | Foxtel | 49 | 53 | 38 |
| 23 | Southern Phone Company | 51 | 48 | 44 |
| 24 | Commander | 52 | 42 | 45 |
| 25 | TPG Internet | 59 | 87 | 91 |
| 26 | Dodo | 60 | 64 | 62 |
| 27 | Optus | 104 | 109 | 113 |
| 28 | Telsim | 153 | 417 | 522 |
| 29 | TPG Telecom | 433 | 305 | N/A |
Mobile phone complaints
Lowest complaints: Mate Communicate, Vonex, Aussie Broadband
Highest complaints: Optus
Industry average: 31
Industry average previous quarter: 33
Industry average previous year (Jan–Mar 2025): 38
Complaints per 10,000 services: Mobile services
Telcos in this table may have fewer than 10,000 services of this type
| Provider | Current Quarter (Jan–Mar 2026) | Previous Quarter (Oct–Dec 2025) | Previous year (Jan–Mar 2025) | |
|---|---|---|---|---|
| 1 | Mate Communicate | 4 | 4 | 6 |
| 1 | Vonex | 4 | 0 | 4 |
| 1 | Aussie Broadband | 4 | 3 | 3 |
| 4 | More Telecom | 6 | 1 | 2 |
| 4 | Commander | 6 | 5 | 10 |
| 6 | Medion | 7 | 6 | 7 |
| 7 | Tangerine Telecom | 9 | 3 | 5 |
| 8 | Superloop Broadband | 10 | 11 | 33 |
| 9 | Exetel | 11 | 10 | 9 |
| 10 | Telsim | 13 | 17 | 16 |
| 11 | iiNet | 14 | 14 | 24 |
| 12 | Occom | 15 | 6 | 0 |
| 13 | Telstra | 16 | 15 | 12 |
| 13 | Flip | 16 | 9 | N/A |
| 15 | Southern Phone Company | 20 | 16 | 20 |
| 15 | Amaysim Mobile | 20 | 12 | 25 |
| 17 | Lyca Mobile | 21 | 14 | 12 |
| 18 | Dodo | 22 | 18 | 10 |
| 18 | Spintel | 22 | 28 | 33 |
| 20 | Telechoice | 23 | 30 | 14 |
| 21 | Woolworths Mobile | 34 | 25 | 29 |
| 22 | Moose Mobile | 36 | 35 | 39 |
| 23 | TPG Telecom | 43 | 40 | N/A |
| 24 | Primus | 50 | 42 | 34 |
| 25 | TPG Internet | 57 | 63 | 100 |
| 26 | Optus | 59 | 71 | 67 |
You can also view the action we’ve taken on telco consumer protections in January–March 2026.
Industry-wide complaints-handling performance
You can view and interact with this report to compare telco data submitted to the ACMA since September 2018. Data can be viewed by quarter or financial year, about:
- services
- complaints
- time taken to resolve complaints
- escalated complaints (referred to telcos by the Telecommunications Industry Ombudsman).
The data in this report is important to our work as an evidence-informed regulator. It helps us with policy development and compliance strategies. It also provides valuable information to our stakeholders.
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Data quality and updates
We check the data before publication, with any issues taken up with telcos.
We may also update historical data if needed, following corrections made by telcos or us after release.
Accessible data files
You can download the data files for this report. If you are having trouble accessing any information, please contact us.