Mobile and internet reliability issues drove a spike in telecommunications complaints in the December 2025 quarter, with the Telecommunications Industry Ombudsman (TIO) recording a 3.6% increase in overall complaints.

The ombudsman said it received 14,017 complaints between October and December 2025.

Complaints from people without a functioning mobile or internet service jumped 41.6% to 1,961 nationally, making service outages and delays the biggest pain point for the quarter.

The TIO said the increase was partly driven by telcos disconnecting mobile services that could not reliably connect to emergency services, in line with regulatory requirements.

The Optus Triple Zero outage and several prolonged local internet outages across Australia also contributed to the surge.

Compensation claims are also trending upwards. For the second consecutive quarter, complaints from customers seeking compensation for non-financial loss rose, increasing 13.9% to 1,138. Privacy-related matters were excluded from these figures.

TIO Ombudsman Cynthia Gebert (pictured) said connectivity is now viewed as essential infrastructure by consumers.

“Consumers don’t see phone and internet connectivity as optional anymore. We need settings that match modern life,” Gebert said. “Rules need to set the standard for phone and internet reliability, balancing community expectations and what is realistic for the industry.”

She added that telcos are expected to resolve issues and offer fair remedies early, particularly where repeated service failures cause stress and disruption.

In contrast, financial hardship complaints declined 19.2% quarter-on-quarter to 399, and are down 35.7% compared to the same period last year.

The TIO attributed the improvement to strengthened financial hardship rules, though Gebert noted each complaint still represents a customer under significant pressure.

Beyond telcos, digital platforms are drawing increased scrutiny. The TIO received 719 complaints about digital platforms in 2025, up 20% year-on-year, with account access issues and limited appeal pathways a recurring theme.

Gebert said proposed reforms, including a digital duty of care and a potential Digital Platforms Ombudsman, present an opportunity to address persistent gaps in user protections.