UPDATE: A new report from the Telecommunications Industry Ombudsman (TIO) reveals a staggering rise in complaints against major tech giants, with over 1,500 complaints received since 2023. This urgent development highlights a growing crisis in consumer trust as complaints about social media and digital platforms surge.
The TIO’s report, titled Digital Platforms Complaints Insights, confirms that a shocking 71 percent of these disputes involve major companies like Google, Microsoft, Apple, Hubbl, and Meta. Despite their significant resources, these tech giants are failing to effectively address customer issues, leaving individuals feeling powerless and frustrated.
Complaints have skyrocketed, with a nearly 30 percent increase in 2024 compared to the previous year, and the trend shows no signs of slowing down in 2025. The report breaks down the nature of these complaints:
– 36 percent are related to account access issues, including blocks and bans
– 34 percent involve disputes over fees and charges
– 25 percent concern faulty products and services
This alarming spike in complaints mirrors the TIO’s findings in the telecommunications sector, indicating widespread consumer harm across both industries.
“When things go wrong online, the cost is profound: people and small businesses are losing time and money,”
stated Cynthia Gebert, the TIO Ombudsman. She emphasized that many consumers turn to the TIO seeking help due to unresponsive chatbots and automated emails from these digital platforms.
Gebert further lamented,
“It’s heartbreaking telling people that unlike issues with telco providers, we don’t have the power to help resolve their digital platform disputes – no one does.”
When consumers lose access to their telecommunications services, the TIO can step in; however, there is no equivalent support for those locked out of their social media or cloud storage accounts.
The TIO is now urgently calling for the Australian Government to expand its remit to become the Communications Ombudsman. This change is critical to support consumer reforms, including a proposed ban on social media for those under 16 years old and the establishment of a digital duty of care. Gebert pointed out that stronger consumer protections are essential:
“Big tech companies have the resources to improve the way they handle complaints, but without stronger digital consumer protections – including an external body to resolve disputes – everyday people are left feeling confused and powerless.”
The implications of this report are significant. As digital platforms continue to dominate the landscape, the lack of accountability may lead to further erosion of consumer trust. The TIO believes that resolving both telecommunications and digital platform complaints could bridge critical gaps in consumer protection.
For consumers, the message is clear: immediate action is needed to ensure that their voices are heard. As this situation develops, all eyes will be on the government’s response and whether substantial reforms will be introduced to protect consumers in the digital age.
Stay tuned for updates as this story unfolds!
