Telecommunications Industry Ombudsman reports surge in compensation claims

The Telecommunications Industry Ombudsman (TIO) reported that while overall complaints regarding phone and internet services fell 6.5 per cent to 53,834 during 2025-26, compensation claims saw a significant surge.

Complaints seeking compensation for financial loss increased by 60.7 per cent to 2,609, while claims for non-financial impacts, such as stress and lost time, rose 22.7 per cent to 4,651. Delays, inaction, and poor service were the primary drivers of dissatisfaction, accounting for 33,165 complaints.

Mobile phones were the leading source of frustration, representing 46.2 per cent of all complaints, with mobile dropouts rising by 22.6 per cent. The Ombudsman is now advocating for minimum reliability standards and baseline compensation for when providers fail to meet service expectations.