Are you a customer of the most complained-about telco in Australia?

We’ve all had our gripes with our telco but there’s one Australian phone and internet provider that has had more

We’ve all had our gripes with our telco but there’s one Australian phone and internet provider that has had more complaints this year than any other. With 9.4 million customers, they’re the second largest company in the sector, are you one of them?

According to the Telecommunications Industry Ombudsman’s latest complaint figures, released to show the service levels of both big and small telcos, there were 6.5 complaints per 10,000 services across the board.

This is a decrease since last year when there were 7.6 complaints. Vodafone has also recorded a win with a noticeable decline in their complaints – they had a huge 14.3 complaints per 10,000 services, reduced down to 6.3 this year.

But Optus haven’t come out cheering – they’ve experienced a spike from 5.2 to 8.5 complaints per 10,000 services. Even Telstra managed to satisfy more customers this year, going from 7.2 complaints to 6.

Vodafone seems to have fulfilled their promise of providing better service all round for their customers, and their director of customer service, Errol van Graan, told Fairfax the telco vowed to slash its complaints per 10,000 customers to 5.25 by the end of 2015.

“It’s very pleasing to see our customers are even happier with their Vodafone experience, with the ratio of complaints in the April quarter less than one third of that just 18 months before,” a company spokeswoman said. “Our aim is to be best-in-business, and while we will continue working hard to achieve that, it’s encouraging that our ratio is now below the industry average”.

So why have Optus had so many more complaints this year? Their response via the Communications Alliance cited poor weather, network issues and a big increase in data usage as the main reasons.

“Optus reports that these initiatives have been well received by customers and that complaints decreased in the July-September 2015 quarter,” it said.

A spokesperson added “In response to the rise in complaints, Optus has implemented a number of initiatives to help both mobile and fixed customers”, referring to faster delivery of usage alerts, better customer service knowledge and additional field technicians, reports Gizmodo.


We want to know today: Does your telco offer you great service? If not, what happened? Have you complained?

  1. Telecommunications companies! The bane of modern life! We are in a semi-rural area and I switched from Optus to Telstra because the internet service was ridiculously slow and the data allowance was extremely low. For an extra $5 a month Telstra offered a massive improvement in data allowance and a very “fast” internet service. From the word go, the internet speed was amazing, even my son was impressed. Within weeks it had halved and within a couple of months was as slow as Optus had been. A call to their customer service this week had us on line for nearly 2 hours, being talked through the problem and it was fixed. For now, maybe…

  2. Earlier this year I switched from greedy telstra to Optus recieved a far better deal and have nothing but high praise for Optus.😊

  3. after calling in the big guns, telco’ ombusman, my gripe with optus was sorted out in 4days… optus rang me 2 days after that call and said the problem is solved will you cancel your complaint with telco ombusman, after 8mths of crap, i said no!!!

  4. My NBN service is no better than the old system. It takes ages for screens to update. Ugly, large equipment too. The installers are contractors with a punishing set of daily appts, so you can imagine the rest. Very disappointing!

    • They installed my NBN boxes a few weeks ago, they’re quite high on the wall, so they are coming back on Monday to relocate them and I’ll be left with holes in the wall …….not happy Jan !!!

    • Mine were originally put in garage as I was told it was neater. They said I could have a phone in garage!!!! Didn’t say it had to be THE phone! So it was relocated. Holes left in outside wall. Then they moved ugly boxes behind sofa. Hideous. Wires everywhere! Then as he had no screws to attach modem to gyprock wall he punched holes and said to get screws myself. Left it on floor with wires everywhere. No one seems to know what they are doing. It’s been a nightmare.

  5. I am with Telstra and would never change no complaints and always fab service if an issue

  6. I was with Telstra until I sold my home
    It took Telstra 5 months to cancel my home phone and stop billing me
    Only when I said I was going to the ombudsman did they finally manage to cancel and stop billing me
    Their customer service was non existing, everyone I spoke too said they would call me back, but not until I said I was going to the ombudsman did I start to get return phone call
    When my contract on my mobile phone is finished I will be switching to another provider

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