Most complaints about digital platforms in Australia are about major technology companies like Google and Apple, according to a Telecommunications Industry Ombudsman (TIO) report, with the TIO calling for expanded powers to address these complaints as they increase.
The report found 1,537 consumer complaints about digital platforms from January 2023 to August 2025, with a 26% year-over-year surge in the first half of 2025. The TIO’s jurisdiction currently only includes phone and internet-related complaints, and does not cover digital platforms.
“When someone loses access to their telco service, we work with the consumer and the company to resolve the issue. But when someone is accidentally locked out of their social media or cloud storage account, and the platform is not responding, there’s nowhere for them to go,” said Ombudsman Cynthia Gebert.
“We are calling for the Australian Government to expand the TIO to become the Communications Ombudsman. To support government reforms such as the under 16s social media ban and digital duty of care, it’s more important than ever that people have appeal rights when digital platforms get things wrong.”
The most common digital platform complaint types were related to accessing accounts, at 36%, and fees or charges, at 34%. Complaints about faulty products or services represented 25%.
The report found 71% of complaints were about Google, Microsoft, Apple, Meta, and smart TV service Hubbl.
Google accounted for the most, at 18% of complaints, with Hubbl following at 15%. Apple and Microsoft each represented 14%, and complaints about Meta made up 11%.
The TIO also received complaints about hardware products from these companies, including smart devices.
Consumers with complaints about digital platforms consistently reported difficulty resolving these issues directly with the platform, according to the TIO.
In its report, the TIO called for stronger internal dispute resolution requirements for digital platforms, as the guidelines the government asked the industry to develop by July 2024 still have not been announced.
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