Brisbane tops Queensland telco complaints More mobile phone users reported dissatisfaction with their phone services last financial year, according to the Telecommunications Industry Ombudsman's annual report. The report issued today shows the TIO received a total of 193,702 new complaints in 2011-12, a decrease of two per cent on the previous year. However, complaints about mobile phones increased nationally by 9.3 per cent to 122,834 new complaints. Ombudsman Simon Cohen said two out of three complaints made to the TIO were about mobile phones, reflecting the rising use of smartphones. Poor coverage, billing disputes and the quality of information given to consumers at the point of sale were among the most common issues reported. New South Wales users made the most complaints (60,386) of any state to the Ombudsman. However, on a per capita basis, Victoria made the most complaints - 10.6 per 1000 people, ahead of South Australia (9.9), ACT, (8.9), New South Wales (8.7) and Queensland (7.8). Queenslanders lodged 34,077 new complaints or 7.8 per 1000 people. Poor network coverage (4593 issues), bill disputes (3903 issues) and the quality of information given to a consumer at the point of sale (3623 issues) were common complaints. Brisbane's CBD had the most dissatisfied customers, with 15.6 complaints per 1000 people. Queensland's top 10 was rounded out by Surfers Paradise and surrounds (15.2), New Farm (14.8), South Brisbane and surrounds (14.8), Broadbeach and surrounds (13.9), Southport (13.8), Burleigh Heads (13.6), Stafford (13.3), Reedy Creek (12.8) and Studio Village (12.8). "A number of postcodes in the Gold Coast area, including Broadbeach, Southport, Burleigh Heads and Surfers Paradise, featured among the postcodes where we received the most complaints in Queensland," according to the ombudsman. The main issue that drove these complaints was poor mobile coverage. The biggest increases in mobile issues across Australia were: financial overcommitment due to inadequate spend management tools (15,752 issues - double the number of the previous year) disputes over the total amount of a bill (13,943 issues - a 33 per cent increase) disputed internet usage charges (10,556 issues - a 150 per cent increase) disputed roaming charges (4,186 issues - a 69 per cent increase). Mr Cohen said: "Complaints about mobile phone services continue to rise and it's very concerning that so many consumers who contact the TIO face unexpectedly high bills. Complaints about unexpectedly high bills and unnecessary financial overcommitment point to the urgent need for strong spend management rules, including those that are included in the new Telecommunications Consumer Protection Code. However, he said the overall drop in in complaints was encouraging. "There has been a clear trend, since April 2012, of reduced complaints, with the last quarter of 2011-12 being our quietest for almost two years," Mr Cohen said. This is a positive sign that reflects the focus by a number of telcos on improving their customer service. with Staff Reporters