Get smart: Avoid telco customer service complaints

Last updated on July 24th, 2025

Want to avoid the need to make telco customer service complaints? While there is no surefire way to prevent issues with your mobile, landline or internet provider, there are steps you can take to help reduce the chances of significant issues.

The first is to do your research whenever you are thinking of changing providers or upgrading your phone. This is something we should all do regularly, though many of us leave it until there is a problem, such as when hackers stole the data of 10 million Optus customers.

While consumers were understandably looking for ways out of contracts in the wake of the scandal, which has sparked several class actions, it is important to have a handle on your telco’s performance. That way when your plan is about to expire, or you’re taking out a plan for someone else, it is much easier to decide whether to switch or stay.

Choosing a telco provider

If you have been on the receiving end of poor customer service or had frequent issues with the network dropping in or out, you may already be looking at options. When we’re all keen to save money, a good deal is likely to sway our decision one way or the other but dig a little deeper. What you save in monthly payments could cost you in poor network or customer service.

 

 

The Australian Communications and Media Authority (ACMA), the telecommunications watchdog, publishes a quarterly report on telcos’ customer complaint handling performance, which is always worth reading before choosing a new provider.

The most recent data showed that more Australians are getting frustrated with the way telcos handle complaints, with the third consecutive rise in referrals to the Telecommunications Industry Ombudsman (TIO). You can also compare data going back to September 2018 if you want to see how a telco tracks over time. One bad report card doesn’t necessarily count them out.

The authority also collects data on telco outages, with rules being strengthened in the wake of the Optus outage that affected more than 10 million Australians in 2023, including callers to emergency lines. If the provider you’re interested in has a record of service failures, their deal may not look as good.

Read the contract before you sign

Once you decide on a provider, don’t just hand over the credit card. Read the fine print in your contract and if you don’t understand anything, ask the sales representative to explain in detail. Questions might include:

• • Are there any 'hidden fees', that is charges that aren’t immediately obvious, such as early termination fees or charges for paper bills.
  • Is there any flexibility in the contract (i.e. if you want to upgrade or buy out the contract early).
  • What happens if there is an outage?
  • What is the best contact for customer service if I have any issues?

 

 

Ask for a copy of the contract for your records. The provider can send one to your email or print it off for you. If you do need to make a complaint, it's important to know exactly what is in the contract.

Stay on top of your bill

When you sign up with a telco, you expect your monthly bill to be the amount you agreed upon in the contract. But it’s not always that straightforward, with the TIO reporting that unclear bills are one of the most common complaints they receive about billing. Others include:

• • Cancellation charges
  • Refunds for services not delivered
  • Overcharging

If your telco payment is deducted monthly, don’t just set and forget. Download the telco’s app to your phone, or save the website as a favourite, and keep an eye on your usage.

Are you streaming on public transport to and from work, or forgetting to switch to Wi-Fi when able? You could be eating into your monthly data allowance. It’s better to know well before the month is up than receive a nasty surprise on your next bill. Be proactive and call your provider – you may be able to negotiate extra data without a hefty rise.

 

 

Get the service you deserve

One of the factors fuelling telco complaints is poor customer service. We know there can be issues from time to time with our mobile or internet service, but we have an expectation that when there is a problem, the telco will respond appropriately. This is particularly important when a major outage, or ongoing outages, affects our health or livelihood.

It’s clear from the number of complaints referred to the TIO that many Australians don’t feel they are getting the service they deserve. Consumers only contact the ombudsman if they have been unable to resolve the issue with the telco, with many citing poor customer service as the reason for their complaint. A problem that could have been resolved quickly has instead been escalated, potentially delaying a proper outcome by months.

Handle My Complaint deals with frustrated consumers all the time. People like Tarek, who kept being charged by iiNet for a service related to his former business, despite updating the account and credit card details with the new owner. The telco said he would have to seek reimbursement from the new owner, even though the account is no longer in his name. Or the TPG customer who was being shunted from NBN and back again without any resolution to the internet dropouts affecting his health clinics.

If you’re having a similar problem with your telco, make a complaint with us and we’ll help you handle it.