If you answer “yes” to all the questions in the complaint checklist below, the TIO will usually be able to deal with your complaint:

• Are you a residential consumer or small business?
  
• Is your complaint about your landline telephone, mobile or internet service, or damage to your property or telecommunications equipment?
  
• Have you already tried to contact your service provider to solve your complaint with them?
  
• Are you the account holder or have been authorised to deal with this matter?
  
• Is your complaint less than 12 months old? (You may also be able to complain if your complaint is between 1 and 2 years old, and you have a good reason for not making it before).

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

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.

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.