Queensland only state to see downward trend in telecommunications complaints as nationwide financial hardships on the rise

New data has revealed Queensland is the only state to see a downward trend in telecommunications complaints, however financial hardship reports concerns rise.

Both South West Queensland and the state as a whole have recorded a drop in telecommunications complaints as Telecommunications Industry Ombudsman data revealed a 0.6 per cent upward trend Australia-wide.

During its third quarter the Ombudsman received five complaints in the Maranoa region up from four in the previous quarter. The Western Downs recorded seven complaints, down from 16 and Goondiwindi received three on par with the previous quarter.

Meanwhile the South Burnett recorded 12 down from 19, the Lockyer Valley recorded no change at 13, and Toowoomba fell from 76 to 73.

Queensland complaint numbers dropped by 6.6 per cent, the only state which saw a downward trend in complaints. By comparison the Northern Territory saw a 31.6 per cent increase.

Across Australia mobile service and internet complaints remained the highest proportion of all complaints at 43.9 per cent and 40.6 per cent respectively while mobile complaints dropped 8.1 per cent when compared with the previous quarter.

The largest and most damning change related to rising cost-of-living pressures with customers contacting the TIO related to financial hardship rising 71.9 per cent.

“Financial hardship remains a real concern for consumers contacting the TIO and its impacts can be severe,” Telecommunications Industry Ombudsman Cynthia Gebert said.

“What our data reveals is that telcos still have work to do in terms of providing tailored support and repayment options for people that reflect their individual circumstances – there’s no ‘one-size-fits-all’ solution. Disconnection or suspension of essential telco services should absolutely be a last resort.”

Ms Gerbert said complaints made by small businesses were up significantly and could be can partly attributed to service issues following the 3G network shutdown.

“For the second consecutive quarter we’ve seen complaints from small businesses rise, this time by close to 7 per cent. What we’re hearing from small businesses is how serious the impact of persistent mobile and internet problems is on their ability to provide good customer service and operate efficiently,” she said.

“It’s impacting people’s livelihoods and something telcos should be working closely with their small business customers to address.”