Complaints against Optus have risen by nearly 30 per cent, according to the latest annual report from the Telecommunications Industry Ombudsman. 

While the overall number of complaints to the Ombudsman declined, this notable increase shows the ongoing customer dissatisfaction with Optus.

The rise in complaints can be partly attributed to the fallout from a data breach that occurred the previous year. 

Many Optus customers sought immediate help with security concerns and data protection, even seeking to exit contracts without penalties. 

The breach had compromised customer information, leading to worries about potential identity theft.

Despite the overall decrease in complaints across the telecommunications industry, Optus's troubles continued to grow. 

In contrast, Telstra, though still the most complained-about company, saw a 36 per cent drop in customer complaints this year.

The Ombudsman says that Optus must address these issues promptly to regain customer trust, particularly after the data breach incident. 

While the Ombudsman's report paints a picture of improvement in the telecommunications industry, customers continued to complain directly to their telecom providers. 

The primary issue cited was a lack of reliable customer service and difficulties reaching company representatives.

Regulators expect that new regulations, slated to take effect in 2024, will encourage telcos to provide better support for customers experiencing financial hardship, potentially improving the overall experience.

As for the ongoing investigation into the Optus data breach, the Australian Federal Police and the FBI are working to track down the responsible parties.

Optus commissioned Deloitte to investigate the breach and review its security systems but has not released the report. 

The Australian Communications and Media Authority, along with the Information Commissioner, is also investigating the breach. 

Sanctions or legal action against Optus may be considered if they are found to have breached their obligations.

Optus is also currently defending itself against a legal class action that accuses the company of violating consumer and telecommunications laws and failing to protect its customers adequately.