This report details findings from Australian consumer complaints in relation to digital platforms in the period January 2023 to August 2025. While problems people are experiencing with digital platform issues are regularly reported to the Telecommunications Industry Ombudsman (TIO), they are currently unable to help. 

The report highlights case studies showing the similarity in consumer harms with telecommunication companies (telcos) about account lockouts and hacking across telco, social media and other digital platforms. The report concludes that establishing a Communications Ombudsman would increase trust in the digital economy.

Key findings

• More than 1,500 people have come to the TIO since 2023 with complaints about social media and other digital platforms.
• The most common digital platform complaint types are account access, fees and charges, and faulty products.
• 71% of disputes are with the major tech companies Google, Microsoft, Apple, Hubbl and Meta.
• Digital platform complaints to the TIO are growing, with complaints in 2024 up nearly 30% compared to the previous year, and 2025 complaint volumes continue to climb.
• Consumers across all digital platforms and complaint types found internal complaint handling processes inadequate.

Recommendations

1. The Australian Government should establish an independent external dispute resolution body for complaints about digital platforms and online services.
2. Strengthen internal dispute resolution requirements for digital platforms.