How to complain to your telco

If you have a problem with a phone or internet service provider, follow these steps:

1. Complain to your telco first.
2. Evaluate their response – they have to respond in certain timeframes (see below).
3. If you’re still unhappy, you can take your complaint to the Telecommunications Industry Ombudsman (TIO).

• Have your account number and type of service handy – you can find this on a bill, via the telco’s app (if you have registered) or on other correspondence from your telco. Your telco should still be able to help you even if you don’t have this information.
• Note any important details, such as what the issue is and when it started.
• Understand what you can complain about.
• Check your telco’s complaints-handling process on their website or ask them for a copy. It should be clear and easy to understand. 

Contact your telco by phone, email or letter, in person, or on their website. You may also be able to complain through your telco’s app or though their online customer chat tool. 

If you have hearing impairment, you can use the National Relay Service to help make a complaint. 

You can complain even if you’re no longer a customer.

• Clearly state that you are complaining.
• Explain the issue clearly.
• Be calm and polite.
• If they offer a solution, tell them if you’re happy with it or not.
• Ask for a reference number, in case you need it in future.

You can ask a friend, relative or other person to deal with a telco on your behalf. They can act as:

• an 'authorised representative', who can access your account or change your service
• an 'advocate' who can communicate for you.

When you contact your telco, you may need to answer your normal security questions before someone can speak on your behalf.

Your telco should try to solve your problem the first time you contact them.

• They have up to 10 working days to suggest a fix to non-urgent complaints. If you agree, they then have up to 5 days to fix the problem.
• They have 2 business days to resolve urgent complaints. 'Urgent' means:
  • you have asked for help with financial hardship and your complaint is about an issue that could make your situation worse
  • you receive priority assistance
  • your telco has or is about to disconnect your phone without following the standard process.

Once you agree to a solution, they must complete it within 10 working days (except if you agree to a different timeline or they are waiting for you to complete a step first).

If a telco can’t meet a timeframe

If your telco can’t meet these standard timeframes, they must tell you as soon as they know they can't fix the problem on time. They must tell you the cause of the delay, how long it will take to fix the problem and what your options are if you’re unhappy with the time they give you.

You can contact the TIO to help resolve your problem if fixing the problem is going to take longer than 10 days.

Ask your telco for the help you need. They must give extra help for customers:

• living with disability
• who are in financial hardship
• who are from a non-English speaking background.
• If you are not satisfied with the way your telco is handling your complaint, you can complain to the TIO.

If you want to object to a telco’s plans to enter and work on your property, you should first write to the telco.

You must give this to the telco at least 5 business days before they propose to do the work.

If you and the telco cannot agree, you can ask the telco to refer your issue to the TIO to decide.

Your telco can’t force you to accept a resolution to any complaint. 

• If you are not satisfied with the way your telco is handling your complaint, you can complain to the TIO.

• The rules telcos have to follow are in the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
• The Australian Competition and Consumer Commission has information on your rights as a consumer under the Australian Consumer Law.