We received a total of 56,785 new complaints from Victoria. In proportion to its population, this represents 10.6 complaints per 1,000 people, and makes it the state with the highest number of complaints in Australia.
The issues that were most complained about by Victorians had to do with poor customer service, and about service providers not actioning their undertakings to resolve a complaint. Underlying these complaints were issues were about:
- poor network coverage (9,675 issues)
- disputes over the total amount of a bill (6,543 issues)
- the quality of information given to a consumer at the point of sale (6,103 issues).
Per 1,000 population, the majority of complaints came from inner city Melbourne and suburbs with some recent housing developments such as Doreen. Five postcodes in Melbourne feature among the top 10 postcodes in Australia with the highest rate of complaints per population – Melbourne CBD, Docklands, Doreen, St Kilda and Campbellfield.
Issues of financial overcommitment were the main driver for complaints in Melbourne, where a quarter of complaints were from small businesses. Mobile coverage was the principal concern for Doreen residents.
Victoria - snapshot
|New complaints||Population||Complaints per 1,000|
Population based on Australian Bureau of Statistics Census 2011. There are some cases where the TIO cannot record a consumer's postcode, therefore we have excluded those complaints from this counting.
*Complaints per thousand.
View detailed statistics per postcode (Excel, 21KB)