Australian telecommunications provider, Vonex, has once again been recognised as the top- performing telco for customer satisfaction, recording the lowest complaint rate per 10,000 services for three consecutive quarters (September 2024, December 2024 and March 2025) according to the Australian Communications and Media Authority (ACMA).

This recognition is of great significance to Vonex and its customer-focused team, with the challenger brand outperforming major industry players in complaint handling and customer experience time and time again. The ACMA report tracks complaints across 34 of Australia’s largest telecommunications providers, offering the public transparent insight into how telcos are serving their customers.

“This achievement says a lot about our people and our priorities,” said Michael Blake, CEO of Vonex. “We’re large enough to deliver exceptionally reliable, full-scale telecommunications solutions, but still small enough to care about the details that truly make a difference… and our customers are noticing.”

The quarterly ACMA report evaluates telcos on three key metrics:

  • Number of complaints per 10,000 services;
  • Average time taken to resolve complaints; and
  • Percentage of complaints escalated to the Telecommunications Industry Ombudsman (TIO).

Vonex has consistently led the pack, outranking much larger providers since ACMA introduced its new complaint-handling performance reporting in 2024.

“This isn’t a one-off,” Mr. Blake added. “It’s the outcome of a sustained effort from every member of the Vonex team over the last 18 months, who are committed to putting the customer first.”

The results speak to Vonex’s streamlined support model, clear customer communication, and a strong internal culture built around providing personalised service to each and every valued business and residential client.

“We’re actively expanding our training programs, refining self-service tools and support systems, and introducing smarter automation, to create faster, simpler, more genuine interactions for our customers,” Mr. Blake said. “We’re building a telco that works for real businesses and real people.”

The full ACMA complaint handling performance report is available here.