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How to complain

Submit your complaint to the Telecommunications Industry Ombudsman:

  • online.
  • by telephone on 1800 062 058.
  • by post. Fill in the consumer complaint form or write a letter and address it to PO Box 276, Collins Street West, VIC 8007
  • by fax on 1800 630 614. Please send us a completed consumer complaint form.
  • by TTY 1800 675 692. You can preview the questions we will ask you on the fax and letter version of our consumer complaint form.
  • with the assistance of an interpreter. If you need an interpreter call 1800 062 058 and we'll get one for you or you call the Translating and Interpreting Service (TIS) on 131 450.
  • via the National Relay Service. If you are deaf or have a hearing or speech impairment contact us through the National Relay Service and give us the number you want to call.  

These tips can asst you with things to consider before coming to the Telecommunications Industry Ombudsman.

If you are in doubt about whether the Telecommunications Industry Ombudsman can deal with your complaint, contact us.

Value of complaints

If your issue involves more than $100,000, the TIO may still be able to help you resolve your issue but we cannot  make a binding decision above the value of $50,000 or any recommendation above the value of $100,000. You may wish to speak with a lawyer if you think this is a better option  for you.

Credit repair agencies

Credit repair agencies (also known as credit restoration agencies or CRAs) are businesses that charge consumers to attempt to remove credit defaults. The consumer may have a "contract" with the agency even if it is not successful in getting the default removed. Credit repair agencies often submit complaints  to the TIO on their clients' behalf. However, the TIO is a free service for consumers and it can help them resolve complaints directly with their providers.

Factsheets - credit repair agencies

Other complaints

If your complaint is not about a telephone, mobile or internet service see other organisations that may be able to help you.

Here is more information about the types of complaints we deal with.

Our role is to help consumers and service providers resolve complaints.

When we help resolve complaints we take into account:

Complaint process

We use a number of methods to help you reach an agreement with your service provider.

Referral

We refer your complaint to the service provider to give you another chance to fix it together.

Conciliation

We will talk with you and the service provider to help you reach an agreement. For more information, read our factsheet on conciliation.

Investigation

If you cannot reach an agreement, we may investigate the complaint and ask for evidence to support your claims.

Decision

If we are not satisfied the matter has been resolved, the Ombudsman can decide the resolution of the complaint. Decisions by the Ombudsman are binding on service providers.    

It’s important to remember that we can’t promise you any particular result.

We do not fine or penalise service providers.

Excess data usage

Brenda - Case Study

The owner of a small pharmacy contacted us after getting billed more than $8,000 for going over her internet usage limit.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614