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Reports  to the Telecommunications Industry Ombudsman expressing grievances about telecom companies soared  by  over  50 per cent in the previous year,  in spite of  government warnings to have the industry regulated if they do not improve  the services  that is provided to their customers.

The TIO received about 230,065 complaints according to its annual report for 2008/09. About half or 103,831 of the complaints were about Telstra. The customers complained about mobile and internet services as well as landlines.

Telstra’s status as the most- complained-about telecommunications company has been consistent with the previous years’ statistics. 

Deirdre O'Donnell, the ombudsman, said they “have a high level of engagement” with Telstra, which seeks their help in resolving issues lodged against them.

Optus also had its share of complaints, reaching up to 31,210, accumulated from its broadband, mobile and networks business divisions. 

The ombudsman reported that in spite of the 54 per cent increase on the 2007/08 complaint statistics, about 90 percent of the cases have been resolved.

The main concern reported continued to be regarding billing and payment of internet and telephone services.

Complaints from mobile users rose by 79 per cent, the highest increase among all complaints, followed by internet users (57 per cent rise), landline users (40 per cent rise). The least rise in complaints was 13 per cent, from mobile premium services customers.