Telecommunications Industry Ombudsman: 2013 - 2014 Annual Report
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Top 10 providers


Telstra new complaints by year

  2011-12 2012-13 % Change
New complaints by year 61,991 57,298 -7.6%
View Telstra new complaints by year


Telstra new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 3,022 2,803
4,047 3,718 3,424 3,669 4,082 4,411
Landline 6,009 5,183 6,169 5,695 4,886 4,590 5,157 5,579
Mobile 6,470 6,053 6,708 5,243 4,912 5,013 5,185 5,663
Mobile Premium Services 179
164 264
264 243 159 155 170
View Telstra new complaints by quarter


Vodafone new complaints by year

  2011-12 2012-13 % Change
New complaints by year 56,902 42,729 -24.9%
View Vodafone new complaints by year


Vodafone* new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 1,081 744 734 632 646 534 563 636
Mobile 15,612 14,860 13,466 8,956 8,444 9,641 10,524 11,149
Mobile Premium Services 183 185 227 222 148 112 128 204
View Vodafone* new complaints by quarter

* Vodafone includes 3 Mobile. Vodafone's internet complaints are for mobile broadband services.


Optus new complaints by year

  2011-12 2012-13 % Change
New complaints by year 41,602 26,629 -36%
View Optus new complaints by year


Optus new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 1,262 1,090 1,393 1,291 1,054 1,115 936 800
Landline 1,112 1,148 1,370 1,197 1,155 1,101 1,009 901
Mobile 8,142 8,262 8,150 6,593 5,353 5,208 4,111 3,471
Mobile Premium Services 89 113 209 181 162 115 79 59
View Optus new complaints by quarter


Virgin new complaints by year

  2010-11 2011-12 % Change
New complaints by year 8,177 6,704 -18%
View Virgin new complaints by year


Virgin* new complaints by quarter

  Jul-Sep 11 Oct-Dec 11 Jan-Mar 12 Apr-Jun 12 Jul-Sep 12 Oct-Dec 12 Jan-Mar 13 Apr-Jun 13
Internet 110 108 134 152 97 137 76 85
Landline 13 17 23 14 19 23 11 8
Mobile 1,377 1,453 2,311 2,329 1,645 1,672 1,447 1,376
Mobile Premium Services 24 19 52 41 48 26 14 20
View Virgin* new complaints by quarter

* Virgin's internet complaints are for mobile broadband services.


TPG new complaints by year

  2011-12 2012-13 % Change
New complaints by year 3,662 4,658 27.2%
View TPG new complaints by year


TPG* new complaints by quarter

 Jul-Sep 11Oct-Dec 11Jan-Mar 12Apr-Jun 12Jul-Sep 12Oct-Dec 12Jan-Mar 13Apr-Jun 13
Internet528456566601530528693997
Landline187174291220216215337490
Mobile175149154145129109172218
Mobile Premium Services146534314
View TPG* new complaints by quarter

* TPG includes complaints for Soul.


Dodo new complaints by year

  2011-12 2012-13 % Change
New complaints by year 2,827 2,857 1.1%
View Dodo new complaints by year


Dodo new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 320 314 412 318 325 319 357 402
Landline 169 181 258 184 178 178 254 263
Mobile 175 153 170 171 174 117 127 161
Mobile Premium Services 1 0 0 1 1 0 0 1
View Dodo new complaints by quarter


iiNET new complaints by year

  2011-12 2012-13 % Change
New complaints by year 2,188 2,298 5%
View iiNET new complaints by year


iiNET new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 233 288 271 285 211 246 239 327
Landline 231 252 262 207 264 248 269 290
Mobile 37 35 38 37 34 50 52 58
Mobile Premium Services 1 3 7 1 3 4 0
3
View iiNET new complaints by quarter


Crazy John's new complaints by year

  2011-12 2012-13 % Change
New complaints by year 2,622 1,396 -46.8%
View Crazy John's new complaints by year


Crazy John's* new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet
81
27
30
37
20
12
12
13
Mobile 908 529 566 374 337 298 363 316
Mobile Premium Services 15 10 23 22 15 3 6 1
View Crazy John's* new complaints by quarter

* Crazy John's internet complaints are for mobile broadband services.


Primus new complaints by year

  2011-12 2012-13 % Change
New complaints by year 1,055 924 -12.4%
View Primus new complaints by year


Primus new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 112 96
121
96
100 65
111
104
Landline 135 120 154 124
129 85
133 118
Mobile 17 17 33
29 33
14
14
18
Mobile Premium Services 0 0
1
0 0 0 0
0
View Primus new complaints by quarter


Southern Phone Company new complaints by year

  2011-12 2012-13 % Change
New complaints by year 619 832 34.4%
View Southern Phone Company new complaints by year


Southern Phone Company new complaints by quarter

  Jul-Sep 11
Oct-Dec 11
Jan-Mar 12
Apr-Jun 12
Jul-Sep 12
Oct-Dec 12
Jan-Mar 13
Apr-Jun 13
Internet 20 8 21 18 30 23 20 16
Landline
63
59
82
68
87
81
133
120
Mobile 59 61 76
80 103 79 63 74
Mobile Premium Services 1 1 2 0 3 0 0 0
View Southern Phone Company new complaints by quarter