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Contact us

Office Hours

Our office hours are 9am to 5pm Monday to Friday, Australian Eastern Standard Time (Australian Eastern Daylight Time when daylight savings is in effect)

Complaints and enquiries

Phone

1800 062 058 Our complaints line is open from 9am to 5.30pm Monday to Friday. Calls are free from landlines, but standard rates apply for calls from mobiles. If you call from a mobile you can ask us to call you back.

Use our online complaint form

You can also use this form to update us about your complaint.

Fax

Send our consumer complaint form or a letter to 1800 630 614

Post

Send our consumer complaint form or a letter to 

PO Box 276, Collins Street West, VIC 8007

In person

You can lodge a complaint in person by visiting our office at Level 3, 595 Collins Street, Melbourne between 9am and 5pm Monday to Friday. No appointment is necessary.

We are close to public transport. Our office is near Southern Cross Station and trams 30, 31, 109 and 112 stop outside the building.

We have wheelchair access.

Need an interpreter?

Call our hotline and we'll get one for you, or call the Translating and Interpreting Service (TIS) at 131 450.

Have a TTY machine?

Call us on 1800 675 692. You can preview the questions we will ask you on the fax version of our consumer complaint form

Want to use the National Relay Service?

Call 1800 555 677 then ask for 1800 062 058

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Faulty internet

Case Study - Complainant 1

A woman contacted us about speed and drop-out issues with her wireless internet connection.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • VisitLevel 3, 595 Collins Street
    Melbourne
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614