When was the last time your team had to chase a telco just to get a service order fulfilled? For many Australian businesses, that scenario plays out far too often — and it’s only getting worse.
According to the ACMA and the Telecommunications Industry Ombudsman, complaint volumes are rising year over year.
All of these complaints can be traced back to service lags. What starts as a simple support request often snowballs into lost hours, mounting frustration, and hidden costs your team shouldn’t be absorbing.
According to the latest reports from the ACMA and Telecommunications Industry Ombudsman, business customers are increasingly dissatisfied with their telecom experience. In fact, in 2024 alone, there were over 56,718 service complaints.
The TIO’s report shows frustration with the following:
You might not see it in your P&L, but the time lost managing telco problems is costlier than you think.
Your IT teams may spend hours logging support tickets or following up with carriers, while your procurement departments track down service contracts just to resolve basic disputes.
There’s more. Your finance teams may have to comb through invoices. This is especially the case if there are mischarges that should never have occurred.
In short, business telco inefficiencies aren’t something your teams should prioritise — yet it’s where most of their energy goes.
Many organisations are turning to managed mobility services (MMS) and telecom expense management (TEM) to take back control.
MMS lets you proactively manage telecom providers, ensure accountability, and reduce issue resolution time. Meanwhile, with TEM, you’ll be able to gain full visibility into spend, billing anomalies, and opportunities for cost recovery.
Together, these solutions enable you to:
Business telco complaints occur mainly because there’s no clear line of sight, but with Atrium, our centralised managed mobile and computer service platform, you’ll be able to track every fault, activation, billing dispute, and support ticket in real time.
This way, your teams can stay ahead of issues because complaints are escalated through the right channels — before they impact your operations.
The results are:
Telco problems aren’t going away on their own. If support delays and billing errors are eating into your day, it’s time to reassess your telecom strategy. Don’t let complaints get in the way of your productivity. Get on top of issues with a trusted MMS and TEM service that lets your team focus on what matters most.
FAQs:
Why are telco complaints increasing, and how does this affect businesses?