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Complaints about telcos jumps 9.9% in last quarter of 2022

The number of complaints about telecommunications companies in the last three months of 2022 rose by 9.9% off the back of the Optus data breach.

We began to see the impact of the Optus data breach on our mobile complaint issues at the end of the previous quarter, but the complaints from this period of October to December really highlight the problems people are experiencing because of the breach.

Privacy and the unauthorised disclosure of personal information are not the only issues for consumers. We're also handling an increased number of complaints from Optus customers about disputed termination fees, customer service problems, and failing to cancel a mobile service.

We're continuing to work closely with Optus to ensure consistent approaches are being taken to resolving complaints so that people can get a fair and reasonable outcome, and we have adapted how we work to handle the higher volume of complaints we received.