logo
Complaints rise again as telcos frustrate customers

Complaints rise again as telcos frustrate customers

Perth Now08-07-2025
Australians are becoming more frustrated with their phone providers, as the number of complaints escalated to the industry ombudsman when telcos can't solve them continues to rise.
Analysis from the communications watchdog released on Wednesday highlighted a near-sevenfold increase in the rate of complaints about the worst-performing company being escalated to the industry ombudsman.
Circles.Life racked up 152 complaints per 10,000 services - the most escalations out of the nation's 36 largest telcos in the March 2025 quarter.
But its former customers may receive a reprieve, after Circles.Life shut up shop.
Its customer accounts were acquired by larger provider Amaysim, which finished above the nation's big-three telcos Telstra, Optus and TPG in the Australian Communications and Media Authority (ACMA) complaints-handling performance table.
Amaysim was acquired by Optus in 2021 and uses the larger telco's network, as did Circles.Life.
Amaysim said the ACMA findings relating to Circles.Life have no implication on their operations and the final customers transferred in June now have access to Amaysim's "award-winning" customer support.
More broadly, the rate of customer complaints being referred to the Telecommunications Industry Ombudsman (TIO) has risen for the third consecutive quarter.
The report from ACMA says 7.1 per cent of customer complaints were referred to the ombudsman, up from 6.9 per cent in the previous quarter.
Referring a complaint to the TIO means the issue was not able to be resolved between customers and their provider.
ACMA member Samantha Yorke said having to refer complaints to the ombudsman adds to consumers frustrations about making a complaint in the first place.
"The data shows that some telcos need to do a lot more to address complaints so that customers don't have to escalate the matter to the TIO to have it fixed," she said.
A spokeswoman for the TIO said customer issues with financial hardship rose 71.9 per cent in the last quarter.
Two of the nation's biggest telcos fared particularly poorly in the analysis, with Optus (31st) and TPG (34th) occupying spots near the bottom of the 36 ranked companies for rate of referred complaints.
Telstra - Australia's biggest provider - was 18th, with 31 complaints per 10,000 services.
Orange background

Try Our AI Features

Explore what Daily8 AI can do for you:

Comments

No comments yet...

Related Articles

‘Good to go': Why now is the best time for Aussies to lodge tax returns
‘Good to go': Why now is the best time for Aussies to lodge tax returns

Perth Now

time31 minutes ago

  • Perth Now

‘Good to go': Why now is the best time for Aussies to lodge tax returns

With the average Aussie tax refund sitting at around $1,177 ING's Matt Bowen shares his top tips on how to make sure you don't waste a penny. Patient taxpayers with simple affairs have been given the thumbs up to lodge their returns after more than 90 million pieces of information was pre-filled into Australian myGov accounts. Four weeks into the new financial year, the Australian Taxation Office (ATO) said 'it's time to lodge'. WATCH THE VIDEO ABOVE: How to make the most of your tax refund. 'You've been patiently waiting, but now you're good to go,' Assistant Commissioner Rob Thomson said. 'Whether you lodge using a registered tax agent or lodge yourself through myTax, pre-fill information will now be available.' Thomson said taxpayers should check that pre-populated information from employers, banks, government agencies and private health insurers is accurate. They then need to work out what is missing and calculate any deductions they are entitled to. 'Don't forget that you need to include all sources of income in your tax return,' Thomson said. 'This includes side-hustles, linked income from providing ride sourcing services or selling services via an app. 'Remember, the ATO has 40 industry and occupation specific guides to assist you in what you can claim and what records are required to prove it.' Assistant Commissioner Rob Thomson said that the ATO had completed pre-fill of over 91 million pieces of information available for individual tax returns from employers, banks, government agencies and private health insurers. Credit: Australian Taxation Office Australians can file their tax returns from July 1, but experts suggest not getting twisted up in that date. That is because you want to make sure your document is complete and accurate before you hit the lodge button, to avoid a follow-up call from the ATO. CPA Australia tax lead Jenny Wong said it is not uncommon for early lodgers to have to amend their returns later, so holding fire can save you in the long run. 'Cost-of-living pressures could mean some people are eager to lodge their tax return as quickly as possible to access a refund, but it's important to be patient, gather your evidence and claim everything you are entitled to,' Wong said. 'Firing the starting pistol on your tax return too quickly means you could end up shooting yourself in the foot.' Deductions must be related to purchases made before June 30 if you intend to claim them in this tax return. What you can claim will depend on what you do for work. The ATO and accountants know the difference. 'It is important that taxpayers take reasonable care when lodging, as penalties may apply where people have not taken reasonable care and increase when they are reckless or intentionally provide false information,' Thomson said. More than $2.2 billion in penalties were dished out to taxpayers who failed to comply with their obligations in 2023-2024. October 31 is the deadline for Australians lodging their return themselves. For those using the services of a registered tax agent, you have more time — until May the following year. But make sure you have reached out to them and have the ball rolling before the start of November. If you fail to lodge in time, the ATO may impose penalties, starting with a $330 fine. 'We will consider your circumstances when deciding what action to take,' Thomson said. 'It is important that taxpayers take reasonable care when lodging as penalties may apply where people have not taken reasonable care and increase when they are reckless or intentionally provide false information. 'Our preferred approach is to work with taxpayers to help them meet their tax obligations.' Most refunds are issued within two weeks, but the process can take longer if the ATO has queries. 'This process cannot be sped up, even if you call us,' Thomson said. 'You can keep track of your return by logging into the ATO app or ATO online services through myGov. Paper tax returns can take up to 50 days to process. Wong said there is a misconception that lodging your return straight away puts you at the front of the queue for a refund, 'but it's not that simple'. 'Take your time, get your facts right, and lodge a full and comprehensive claim when you're ready,' she said.

When do I lodge my tax return? ATO says now is the best time after myGov accounts pre-filled
When do I lodge my tax return? ATO says now is the best time after myGov accounts pre-filled

7NEWS

time6 hours ago

  • 7NEWS

When do I lodge my tax return? ATO says now is the best time after myGov accounts pre-filled

Patient taxpayers with simple affairs have been given the thumbs up to lodge their returns after more than 90 million pieces of information was pre-filled into Australian myGov accounts. Four weeks into the new financial year, the Australian Taxation Office (ATO) said 'it's time to lodge'. WATCH THE VIDEO ABOVE: How to make the most of your tax refund. 'You've been patiently waiting, but now you're good to go,' Assistant Commissioner Rob Thomson said. 'Whether you lodge using a registered tax agent or lodge yourself through myTax, pre-fill information will now be available.' Thomson said taxpayers should check that pre-populated information from employers, banks, government agencies and private health insurers is accurate. They then need to work out what is missing and calculate any deductions they are entitled to. 'Don't forget that you need to include all sources of income in your tax return,' Thomson said. 'This includes side-hustles, linked income from providing ride sourcing services or selling services via an app. 'Remember, the ATO has 40 industry and occupation specific guides to assist you in what you can claim and what records are required to prove it.' Australians can file their tax returns from July 1, but experts suggest not getting twisted up in that date. That is because you want to make sure your document is complete and accurate before you hit the lodge button, to avoid a follow-up call from the ATO. CPA Australia tax lead Jenny Wong said it is not uncommon for early lodgers to have to amend their returns later, so holding fire can save you in the long run. 'Cost-of-living pressures could mean some people are eager to lodge their tax return as quickly as possible to access a refund, but it's important to be patient, gather your evidence and claim everything you are entitled to,' Wong said. 'Firing the starting pistol on your tax return too quickly means you could end up shooting yourself in the foot.' What can I claim? Deductions must be related to purchases made before June 30 if you intend to claim them in this tax return. What you can claim will depend on what you do for work. The ATO and accountants know the difference. 'It is important that taxpayers take reasonable care when lodging, as penalties may apply where people have not taken reasonable care and increase when they are reckless or intentionally provide false information,' Thomson said. More than $2.2 billion in penalties were dished out to taxpayers who failed to comply with their obligations in 2023-2024. When is the cut-off to lodge my tax return? October 31 is the deadline for Australians lodging their return themselves. For those using the services of a registered tax agent, you have more time — until May the following year. But make sure you have reached out to them and have the ball rolling before the start of November. Will I be fined for missing the October 31 deadline? If you fail to lodge in time, the ATO may impose penalties, starting with a $330 fine. 'We will consider your circumstances when deciding what action to take,' Thomson said. 'It is important that taxpayers take reasonable care when lodging as penalties may apply where people have not taken reasonable care and increase when they are reckless or intentionally provide false information. 'Our preferred approach is to work with taxpayers to help them meet their tax obligations.' When will I get my tax refund? Most refunds are issued within two weeks, but the process can take longer if the ATO has queries. 'This process cannot be sped up, even if you call us,' Thomson said. 'You can keep track of your return by logging into the ATO app or ATO online services through myGov. Paper tax returns can take up to 50 days to process. Wong said there is a misconception that lodging your return straight away puts you at the front of the queue for a refund, 'but it's not that simple'. 'Take your time, get your facts right, and lodge a full and comprehensive claim when you're ready,' she said.

Australian-developed electric Mini Moke now available
Australian-developed electric Mini Moke now available

7NEWS

time6 hours ago

  • 7NEWS

Australian-developed electric Mini Moke now available

Australians can now buy a street-legal, all-electric Mini Moke, courtesy of Melbourne-based electric vehicle (EV) conversion company Jaunt Motors, but you'll have to pay handsomely for it. Jaunt's electric Moke conversion, which is now available for customer commission ahead of delivery in 2026, is priced from $140,000 – excluding the cost of the donor vehicle. The EV converter is also offering its new Moke EV conversion platform to independent workshops around Australia, including installation training and instruction, with trade prices starting at $90,000. CarExpert can save you thousands on a new car. Click here to get a great deal. Separately, Moke International is offering an electric Moke for the equivalent of about $69,500 including taxes, delivery and first registration fees in the UK, and has received approval to sell 1500 Mokes in the EU under that market's ultra-low volume vehicle regulations, as well as approval to sell 325 cars in the US this year. The company hopes it can make a similar case for ultra-low volume imports to Australia, where a significant proportion of customers are also expected to be high-end resorts that want to offer customers Moke EVs for complimentary use, short-term rental or as shuttle vehicles. However, Moke International's EV is yet to be confirmed for Australia while Jaunt says every component installed in its electric Moke is CAD designed and engineered to meet Australian Design Rules and local conditions, meaning its vehicles can be registered in every state and territory – a process it will complete before the car is delivered to you. Better known for creating battery-electric versions of the original Land Rover Defender as well as classic Mini Coopers and Porsche 911s, Jaunt also says it plans to extend its conversion platforms to other classic models such as the original Range Rover and Volkswagen Kombi, 'making iconic vehicles more accessible, sustainable and engineered in a world moving toward zero-emissions'. Based in Scoresby, Victoria, Jaunt specialises in converting classic and specialty vehicles to electric power with a focus on safety, compliance and craftsmanship, and says its engineered electric platforms and conversions 'preserve the charm of iconic cars while making them safer, cleaner and better to drive'. Jaunt's Moke EV is powered by a single front-mounted electric motor producing 72kW of power and 175Nm of torque, fed by a 19kWh battery pack that's mounted under the tub and takes between just two and three hours to recharge thanks to a 400-volt electrical architecture. Those numbers aren't big in a world of high-performance EVs, but Jaunt says its Moke can accelerate from 0-100km/h in just seven seconds – 'even uphill' – in sport mode, while a regenerative braking system turns the motor into a generator to assist the mechanical brakes. Jaunt's electric upgrade retains the original Moke's low kerb weight, allowing it to be a four-seater without exceeding GVM, as well as its compact dimensions and nimble dynamics. However, it isn't being pitched as a high-performance EV, but one that's 'ready for exactly what it was originally designed for: short, joyful, open-air drives'. That said, a polished stainless steel-bodied version Jaunt built from the ground up and featuring LED lighting and CNC-machined badges is claimed to be lighter than the original Moke, while offering a better torque-to-weight ratio than a Tesla Model 3 Performance. In addition to the EV conversion and a 7.8:1 single gear ratio to suit larger 13-inch wheels, the retail version supplied directly to customers comes with upgraded brake, steering and suspension systems, plus ADR-compliant seats with seatbelts mounted to a new roll bar system covered by a custom canvas top. Based around a new BMH front sub-frame, the EV system bolts to existing mounting points under the bonnet and comprises the battery, electric motor and inverter, plus driveshafts, a motor cooling system, bi-directional charger and a completely new integrated 12-volt electrical system. It also comes with a new centre dash panel complete with modern digital gauges and controls, an electric parking brake, pop-up charge port and all of the necessary body block-out panels. Braking, steering and suspension systems can be further customised to meet customer needs, and additional custom parts are also available. Jaunt Motors CEO and co-founder Dave Budge says all of this gives the humble old Moke the ability to perform like a brand-new vehicle despite being originally built more than half a century ago. 'Classic cars are charming,' he said. 'They've got stories, they've got soul. But they're also unreliable and are getting harder to maintain. What we're doing isn't about reinventing the car. It's about keeping what was great and fixing everything that wasn't. 'This isn't just a loose collection of parts. It's a complete platform we've engineered, built and tested to ADR compliance and the latest EV safety standards. 'Now we're making it available to others who care about doing conversions correctly. It allows restorers and auto specialists to deliver fully roadworthy electric Mokes that are safe, legal and will last another 50 years.'

DOWNLOAD THE APP

Get Started Now: Download the App

Ready to dive into a world of global content with local flavor? Download Daily8 app today from your preferred app store and start exploring.
app-storeplay-store