UPDATE: Australians are grappling with a surge in digital platform complaints as account lockouts, unexpected fees, and unresolved disputes escalate. A shocking report from the Telecommunications Industry Ombudsman (TIO) reveals over 1,500 complaints since January 2023, with a staggering 26% increase in the first half of 2025 compared to the same period last year.
The TIO’s findings indicate that 36% of complaints are related to account access issues, including unexpected bans and hacking incidents. As the rollout of the under-16s social media ban approaches, these issues are expected to worsen, leaving users frustrated and vulnerable.
“Many Australians are encountering automated systems that fail to provide real help,” warned Ombudsman Cynthia Gebert. “When things go wrong online, the cost is profound — people and small businesses are losing time and money.”
The report, titled Digital Platforms Complaints Insights, highlights that 71% of complaints were directed at major tech companies such as Google, Microsoft, Apple, Hubbl, and Meta. Google faced the highest volume of complaints, with users reporting sudden account access problems without prior warning or explanation.
Among the distressing case studies, small-business owner Jacob found his social media account, vital for his income, hacked and held for ransom at $5,000. Another case involved Zuri, whose family incurred over $700 in accidental in-app purchases, straining their finances.
Complaints related to fees and charges accounted for 34% of the total, while 25% involved faulty products or services. Many consumers reported undisclosed subscriptions and difficulties obtaining refunds, illustrating systemic issues across digital platforms.
The TIO notes that by the time Australians approach their office, they have often exhausted all attempts to resolve issues via chatbots and email helplines. “This is a heartbreaking reality,” Gebert said, lamenting the lack of support for consumers facing digital platform failures.
Unlike telecommunications disputes, which the TIO can resolve, complaints related to digital platforms fall outside its jurisdiction, leaving many without recourse. “A Communications Ombudsman is essential to ensure consumers have a clear avenue for resolution,” Gebert emphasized.
The ongoing rise in complaints reflects a broader crisis in the digital economy, with many users feeling cut off from platforms that play a crucial role in their daily lives. The TIO warns that unresolved issues can disrupt supply chains, damage reputations, and lead to significant financial loss, particularly for small businesses.
As the Australian government considers voluntary internal dispute resolution standards, the TIO confirms that progress is slow, and consumers continue to suffer. “It’s critical that we establish a framework that allows for accountability and swift resolution of digital platform disputes,” Gebert stated.
The report serves as a wake-up call, urging immediate action to establish a new communications ombudsman to oversee digital platforms. This body would ensure that complaints are handled effectively and that consumers receive the justice they deserve.
In a world increasingly dependent on digital services, the urgent need for regulation and accountability cannot be overstated. As complaints continue to rise, Australians demand a solution that ensures their rights and livelihoods are protected in the digital landscape.
