Austria's telecom regulator reports surge in complaints and new fraud rules
Austria: AI Helps Consumers File Complaints as Telecom Disputes Surge
Austrian telecommunications regulator RTR reports that its dispute resolution office received 1,667 complaints related to telecom issues last year, with artificial intelligence playing a growing role in helping consumers draft their claims.
In its latest annual report, the RTR recorded a total of 1,667 mediation cases concerning communication services—covering telecommunications and media—in 2025. Of these, 1,584 involved telecom services, while 83 pertained to media. The average value in dispute was €375, marking a roughly 5% increase compared to the previous year.
"This year, we have seen an unusually sharp rise in mediation requests, though we cannot pinpoint any specific systemic issues," said Klaus M. Steinmaurer, managing director of RTR's telecommunications and postal services division. "However, based on the phrasing of many applications, we suspect that users are increasingly relying on AI tools to draft their complaints, making it easier for them to access our dispute resolution services." (Across all RTR mediation offices, including postal services, a total of 2,298 cases were filed—a 4.3% year-on-year increase.)
Contract Disputes Dominate Telecom Complaints
The two largest categories in telecom mediation were billing disputes (758 cases) and contractual issues (638 cases). "The 'contractual issues' category includes unclear terms regarding included services, fees, or potential cancellation rights," Steinmaurer explained. A notable year-on-year increase was seen in cases related to mobile network quality, which rose by 25% to 95 proceedings. Another striking trend was the surge in disputes over roaming in third countries, with 122 cases in 2025—89 involving data services and 33 concerning voice calls.
As in previous years, the majority of complaints targeted A1 (716 cases), followed by Magenta (452) and Drei (308). While cases involving A1 fell by around 4%, those concerning Drei increased by 10%. Discount providers were the subject of 169 proceedings.
"In 2025, 94% of cases were resolved within 90 days—a success rate that reflects both the expertise of our mediation specialists and the well-established cooperation between our office and service providers," Steinmaurer noted.
Number Spoofing Remains a Major Threat to Consumers
By the end of 2025, the RTR's reporting office for number abuse had logged 31,888 complaints—a 5% increase over the previous year. The regulator described the persistent problem as a "major scourge" for consumers.
Since autumn 2025, it has also been possible to report fraudulent messages received via WhatsApp, with 141 such reports filed over the year. "Particularly alarming was the 60% surge in complaints about fraudulent SMS, reaching 10,205 cases," the RTR stated.
New Rules to Curb SMS Spoofing
To combat fraudulent SMS, the RTR—working with industry stakeholders—has established a new legal framework. Starting this autumn, the RTR will serve as a registration authority. Companies wishing to display their name (rather than a phone number) as the sender in SMS messages must register their alphanumeric sender IDs with their mobile provider, which will then forward the information to the RTR.
"This means that alphanumeric sender IDs will only appear on recipients' screens if they are registered with the RTR and listed on our website," Steinmaurer explained. The new RTR regulation takes effect this week, giving mobile operators six months to implement the technical changes.
