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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 map

Victoria - snapshot

New complaints Population Complaints per 1,000
56,785 5,354,040 10.6

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.

Top postcodes

P/code Place CPT*
3000 Melbourne CBD 24.4
3008 Docklands 22.2
3754 Doreen 19.2
3182 St Kilda 19.1
3061 Campbellfield 18.8
3066 Collingwood 17.8
3057 Brunswick East 17.7
3205 South Melbourne 17.4
3004 Melbourne 17.1
3181 Prahran 16.9 
Link to table


*Complaints per thousand.

View detailed statistics per postcode (Excel, 21KB)