The TIO has published its Annual Report, which reveals that:
- 193,702 new telco complaints were made in 2011-12 (a decrease of two per cent on the previous year);
- complaints made against the three major telecommunications companies (Optus, Telstra and Vodafone) declined in the last quarter of 2011-12;
- consumer satisfaction with the TIO in hearing and resolving complaints is over 90%; and
- the TIO is increasing its engagement with small businesses.
However, complaints about mobile phones increased by nine per cent from the previous annual year, with two out of three complaints made to the TIO relating to mobile phones. The TIO Annual Report also highlighted ongoing billing and credit issues as an area of particular concern. Complaints about billing accuracy and usage charges, and disputes about financial over-commitment, all increased substantially during 2011-12.