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Who are our most-complained about mobile and internet providers?


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Mobile phones and internet access are right up there with boots as essentials for workers in the building industry. So when the telco lets you down, it is a serious hassle.

According to the latest figures from the Telecommunications Industry Ombudsman, the National Broadband Network [NBN] is proving to be a source of woe for some subscribers. Total NBN complaints, including those about delayed connections, soared from 10,487 to 27,195 as more homes and businesses connected to the network during the 2017/17 financial year, the TIO report said.

Here is a list of the ten companies behind more than 90 per cent of complaints in Australia during 2016/17. Is one of them your provider?

1. Telstra

There were 76,650 complaints about Telstra, an increase of 43.5 per cent. Most of the complaints were about internet services, and 13,536 complaints were made about the NBN.

2. Optus

Complaints about Optus increased by 31.2 per cent, to a total of 28,766. Most of the complaints were about mobile phone services, with the ombudsman seeing a steady increase of these complaints since 2013/14. There were 3,938 complaints about the NBN.

3. Vodafone

Customers made 10,684 complaints about Vodafone, up by 37.5 per cent. Most of the complaints were about mobile phone services, with the telco seeing a rise in complaints for the first time in five years. Vodafone did not provide NBN services.

4. iiNet

There were 10,170 complaints about iiNet, with its internet services leading to more than two-thirds of these. Complaints increased by 79 per cent, and there were 2,197 about the NBN.

5. TPG

There was a surge in complaints about TPG's internet services, with more than 5,000 of a total 6,995 complaints. This was an increase of 44.9 per cent from the year before, including 1,916 complaints about the NBN.

6. Dodo

Complaints about Dodo only increased by 1.1 per cent, to a total of 3,309. The majority were related to internet services, and there were 726 complaints about the NBN.

7. Southern Phone Company

There was a surge in complaints — a 266.7 per cent increase — against regional provider Southern Phone Company due to customer service wait times in March. There were 2,068 complaints in total, mainly about landline phone services, as well as 865 complaints about the NBN.

8. Primus

Customers made 1,917 complaints, up by 32.1 per cent, with more than half about internet services. This includes 300 complaints about the NBN.

9. M2 Commander

The industry ombudsman received 1,704 complaints about business communications provider M2 Commander, an increase of 25.3 per cent. About 70 per cent of complaints were about landline phone services, and there were 259 complaints about the NBN.

10. Virgin Mobile

Unlike the other telcos in the top 10, there was a decrease in complaints about Virgin Mobile - a drop of 11.6 per cent. Complaints about the company have been decreasing steadily over the past five years. Virgin Mobile did not provide NBN services.

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