Telecomms complaints FAQ | ACMA

Telecomms complaints FAQ

▶ 1. How does my service provider handle complaints?

Your service provider's complaints-handling process needs to have been developed with regard to the Australian Standard on Complaint Handling. View more information on complaints-handling.

▶ 2. How do I make a complaint about my telecommunications service?

Contact your service provider first and follow its complaint procedure. If you remain dissatisfied, you can contact the Telecommunications Industry Ombudsman (TIO). View more information on complaints-handling.

▶ 3. Does my complaint need to be in writing?

No. You can make a complaint over the telephone, by letter, fax, online or by email. View more information on complaints-handling.

▶ 4. Will there be a fee?

No—except in some limited circumstances. View more information on complaints-handling.

▶ 5. Will my service be disrupted if I make a complaint?

No. Your service provider cannot cancel or suspend your telecommunications service because you have made a complaint. View more information on complaints-handling.

▶ 6. Will my complaint be acknowledged?

Yes. Your complaint will be acknowledged immediately if it is made by telephone or in person, and within 2 working days in all other cases. You will also be given a way to monitor your complaint’s progress. View more information on complaints-handling.

▶ 7. How long will it take for my complaint to be resolved?

Where possible, your service provider should seek to resolve your complaint on first contact. If this is not possible, they need to tell you about the proposed resolution of your complaint within 15 working day. If they can’t resolve it in 15 working day, they must let you know. View more information on complaints-handling.

▶ 8. What if I am unhappy with the proposed timeframe?

Your service provider must tell you about the options for internal escalation of your complaint. They should also tell you about options for external dispute resolution. View more information on complaints-handling.

▶ 9. What can I do if I don’t agree with my service provider’s response to my complaint?

You can ask for your complaint to be escalated and managed under your service provider’s internal escalation process if you don’t agree with the proposed resolution of your complaint. You can also pursue your complaint further with the Telecommunications Industry Ombudsman. View more information on complaints-handling.

▶ 10. What are mobile premium services?

Mobile premium services are content information and entertainment services that are delivered to your mobile phone that cost more than a standard SMS. The types of services available include games, chat services, competitions and news, sports and weather updates. Mobile premium services, often referred to as premium SMS/MMS, use numbers starting with 191, 193-197 and 199. View more information about mobile premium services.

▶ 11. What information should be on a service provider’s website?

Telecommunications service providers must ensure that consumers can view and download all relevant terms and conditions of its telecommunications products and services from an accessible website. A copy of its standard form consumer contract must be available where a consumer can easily locate, access and read this document. View more information on what information should be available on the website.

▶ 12. What should I expect when I contact my service provider?

When you contact your service provider you should be treated courteously and information about products must be provided to you in a comprehensible and truthful manner. There are also rules about advertising telecommunications products and services. View more information on contacting your service provider.

▶ 13. What should I expect from my service provider in regard to customer service?

You should expect to be treated with courtesy. You should be provided with accurate, reliable and current information. View more information on customer service.

▶ 14. What if I have an enquiry?

Your enquiry must be dealt with in a timely and effective manner. View more information on customer service.

▶ 15. Why will I be asked to provide feedback?

Your feedback will help your service provider to identify any emerging issues and take steps to make necessary improvements. View more information on complaints-handling.

▶ 16. Where can I find out more about customer service standards?

Your service provider may have a customer service charter. View more information on customer service.

▶ 17. Who should I contact if I am not happy with the customer service I have received?

You should first try and resolve the matter with your service provider. If you do not feel that your concern has been addressed sufficiently you can make a formal complaint to your service provider or to the Telecommunications Industry Ombudsmen (TIO).

▶ 18. What should I do if I can’t pay my bills on time?

If you cannot pay your telecommunication bills by the due date because you are experiencing financial difficulties, you should contact your service provider and let them know about your circumstances. You may qualify for a ‘financial hardship arrangement’ under the service provider’s financial hardship policy. View more information on financial hardship.

▶ 19. What should I know about broadband speed?

Speed depends on factors such as the transmission medium and the relevant technologies used, coverage at your location, distance from the transmitter and the number of people using the internet in your location at the same time. It can vary a lot depending on these factors. View more information about broadband speed.

▶ 20. What should I know about mobile coverage?

Mobile coverage depends on several factors, such as technology, radio frequency and the presence of hills or buildings. Some frequencies provide better regional coverage, while other frequencies penetrate better through obstacles, such as tall buildings. View more information about mobile coverage.

▶ 21. What protections do I have?

Key consumer protections are contained within the Telecommunications Consumer Protections (TCP) Code and the Mobile Premium Services (MPS) Code. View more information on consumer protections.

▶ 22. My telecommunications service does not work properly—what can I do?

You have the right to receive a product or service that is free from defect, is in proper working order and of acceptable quality. It must be fit for purpose and if you have asked for certain features then the service provider must accurately describe whether these features are included or not. Your provider must also guarantee that spare parts and repair facilities are available for a reasonable time. View more information on telecommunication services.

▶ 23. What is a Critical Information Summary?

Available from 1 March 2013, a ‘Critical Information Summary’ is an important document that sets out a range of essential information about products or services on offer from each service provider.A Critical Information Summary will provide you with clear information about products, plans and services to enable you to easily compare what is being offered for both post paid and pre-paid services. View more information about Critical Information Summaries.

Last updated: 03 March 2019