Optus accounts for most telco complaints as unfair sales concerns surge

Complaints about phone and internet companies exploiting customers rose 154.8% in 2025–26, with Optus accounting for almost seven in 10, according to the Telecommunications Industry Ombudsman’s annual report.

The TIO recorded 553 complaints under “unconscionable conduct”, up from 217 the previous year. The category covers conduct that goes beyond ordinary unfairness, including taking advantage of a customer’s vulnerability when selling a product or service.

Optus accounted for 69.8% of those complaints, followed by Telstra at 15.2% and Vodafone at 10.3%.

The figures reflect complaints received, rather than findings that the companies broke the law.

Across the industry, complaints fell 6.5% to 53,834.

The TIO provides free, independent help to customers who can't resolve a dispute with their phone or internet provider.

READ MORE: ACMA takes Optus to court over September 2025 Triple Zero outage

Telstra and Optus complaints fall overall

Telstra received the most complaints by number, with 18,541, down 15.3% from the previous year. Optus followed with 12,181, down 10.3%.

Together, the companies accounted for 57% of complaints.

The figures are not adjusted for customer numbers, so they cannot be used to compare the proportion of customers who complained about each provider.

Lycamobile recorded the largest increase among the 10 most complained-about companies. Its complaints more than quadrupled to 832.

Customers reported billing problems, trouble activating SIMs and eSIMs, and delays transferring their phone number. The TIO said slow or inadequate customer service often accompanied these issues.

Complaints about Superloop rose 89.3% to 1,418, mostly involving internet services.

The TIO said some increases appeared linked to disputes over the company’s requirement for 30 days’ notice before cancelling. Customers complained about termination fees, services that were not cancelled and disputed charges.

Vodafone complaints rose 13.9% to 5,899, while Dodo complaints increased 12.9% to 979.

Getting a response remains the biggest problem

A provider failing to act, or taking too long to act, remained the most common complaint.

It appeared in 33,165 complaints, or 61.6% of the total.

Complaints recorded under “other financial loss” rose 60.7% to 2,609. Network outage complaints increased 28.9% to 1,249.

More customers also complained that providers had failed to properly investigate faults or took too long to connect a service.

Each complaint can involve several issues, meaning the categories overlap.

Failed emergency calls reported

The TIO received 211 complaints involving people unable to reach Triple Zero or emergency services, or maintain a clear and stable call.

Well over 800 other complaints came from customers concerned their service would not work during a future emergency.

Some failed calls occurred before the reporting year, while others involved people testing their access to Triple Zero. Not all complaints were about Optus.

One case involved a 90-year-old woman living alone in remote Western Australia. With no mobile coverage, she depended on a landline that also supported her medical alarm.

When the landline failed, she could neither make a call nor use the alarm during a medical emergency.

The report said she contacted her provider several times, but the fault remained unresolved. She then approached the TIO.

Ombudsman admits delays in its own service

Ombudsman Cynthia Gebert acknowledged that some customers waited too long for help from the TIO after their provider failed to resolve their complaint.

“They have waited longer than they should have for resolution, and as an organisation established to resolve complaints fairly and efficiently, we must acknowledge that transparently,” Gebert said.

An independent review of 9,000 complaints found delays within both the TIO and providers’ processes.

The TIO spent too much time waiting for companies to supply information or respond. Gebert also acknowledged delays within her own organisation.

“There have been instances where delays on our side have contributed to a poorer experience for consumers,” she said.

The TIO has increased resources and is changing how it assesses and assigns complaints.

Digital platform requests rise 70%

The TIO also received more requests for help with digital platforms, despite having no power to resolve those disputes.

During 2025–26, 1,124 people approached it about digital platform problems, up 70% on the previous year.

The organisation wants its powers expanded to cover services including social media and streaming platforms.

One case involved a small business owner whose social media account was hacked. He lost access to customers and could no longer promote his products.

The hacker demanded $5,000 to return the account. The owner contacted the platform for help but received no response.

The annual report also cited TIO-commissioned research released in June, which estimated Australians lose $497 million a year through problems with digital services. Two in three people who complained were unhappy with the outcome.

“People already expect us to be able to help, and we want all consumers – regardless of the platform or service involved – to have access to fair redress when they need it,” Gebert said.