One in two have phone or internet problems


Around one in two Australians have suffered a problem with their phone or internet service, Telecommunications Industry Ombudsman Judi Jones said.

Almost 3,000 people from across Australia’s residential consumers and small businesses were surveyed, Ms Jones told an industry conference this week.

She said the survey found 20 per cent of residential consumers had more than one phone or internet issue over the past year, and one in four issues remained unresolved after four months.

For small businesses the picture was more problematic, with almost 60 per cent identifying a phone or internet issue affecting their business and 25 per cent having more than one issue.

Both residential consumers and small businesses both rated the majority of issues as ‘serious’ or ‘very serious’. They said most of the problems related to service delivery and the quality or absence of a service.

"The results show us that everyone with responsibility for planning and delivering telecommunications service has to make things better,” Ms Jones said.

“Phone and the internet are essential services, making a vital difference to families, communities and businesses.”

"We all have to be proactive and accessible in managing the issues. We have to listen to residential consumers and small businesses, understand the impact of problems, and offer quick, supportive solutions.”

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