Aussie small business complaints against social media, tech platforms skyrocket

Small businesses are responsible for a huge jump in complaints against social media and tech companies – with hacks and suspensions costing them money and customers.

The number of small businesses raising concerns over massive social media and tech platforms has almost doubled in the last year, leading to calls for the companies behind them to offer better support

The Small Business Ombudsman on Tuesday will release new figures showing disputes lodged with the watchdog from the sector against big tech companies has risen by 86 per cent in the last year.

Over the last three months, 73 per cent of disputes involved Meta-owned platforms Facebook and Instagram, according to Australian Small Business and Family Enterprise Ombudsman, Bruce Billson.

Nearly two-thirds of those cases lodged related to small business accounts being hacked.

Mr Billson said the sudden hacking or suspension of an account could cost a small business thousands of dollars while they try to get it back online.

Hacked or suspended accounts can be devastating for small businesses, the ombudsman has said. Picture: NewsWire / Gaye Gerard

“The common thread we see is small business owners and those who are self-employed devastated by the sudden, unexpected suspension of their account and then having no clear avenue to resolve the problem,” Mr Billson said.

“Too often small businesses watch helplessly as the financial and emotional damage occurs in real time with no ability to stop it.”

Mr Billson said small companies were drastically impacted when hacked.

“They lose customers and money, if a credit card linked to these accounts is being used by the hacker or the hacker uses the account to access and harm other customers,” he said.

“Having someone else access and control their account is devastating for their business and their reputation. Some never recover.”

Popular rideshare app Uber accounted for 17 per cent of cases, with a quarter of those disputes from drivers saying they weren’t getting paid.

Mr Billson said digital platforms had to do better for those using them.

“Small businesses tell us it can take many months to resolve a dispute and get back to business. Some have told us these delays have cost them many thousands of dollars,” he said.