Need Help to Make and Manage Your Complaints?
If you have hearing difficulties, please contact us via Email or by the form on our website. If English is not your first language, we will try to assign a service representative who can speak your language or find an appropriate translation service.
Authorise a representative
Customers may also assign permission for a family member, friend or other person as an advocate or authorised representative for a customer account. That person may then lodge and discuss a complaint on your behalf.
We will also help you submit a complaint if you have a disability or have special needs.
After Submitting a Complaint
Acknowledgment of Complaint
Accessing Your Complaint
Prioritising Your Complaint
Our Priorities Are Classified As:
Customers in financial hardship
Resolving Your Complaint
Taking Your Complaint Further
How Can I Complain to the TIO?
1800 062 058
Telecommunications Industry Ombudsman
PO BOX 276
Collins Street, West Melbourne, VIC 8007
Other External Organisations
Below are several other organisations that may be able to help if your complaint falls outside the jurisdiction of the TIO :
The Australian Communications & Media Authority
The ACMA governs issues related to industry code and the telecommunications act 1997: www.acma.gov.au
The Australian Competition & Consumer Commission
The ACCC can accept complaints related to trade practices, advertising and communications: www.accc.gov.au
The Office for the Australian Information Commissioner
The OAIC can accept complaints related to privacy, as determined by the Privacy Act 1998: www.oaic.gov.au