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Support for Residential Consumers and Small Businesses in NBN ready for service areas

15 January 2018

Residential consumers and small businesses who experience connection issues or associated problems when migrating to the national broadband network should talk directly to their service provider as early as possible.  

Telecommunications  Industry Ombudsman Judi Jones says, “Everyone wants consumers to have the best possible experience when migrating to the NBN.  If residential consumers or small businesses cannot resolve the issue with their provider, they can make a complaint to the Telecommunications Industry Ombudsman online or by phone on 1800 062 058."

The Telecommunications Industry Ombudsman received 27,195 complaints about connection and fault issues with services delivered over the NBN in the last financial year (1 July 2016 to 30 June 2017).  

Up to one million homes and businesses will be disconnected from their existing landline service over the next six months as migration to the national broadband network ramps up.

ENDS

NOTES TO EDITORS:

*For all media enquiries please contact  Sarah Carnovale on 0437 548 540 or via email.    

*The Telecommunications Industry Ombudsman provides a free and independent dispute service for small business and residential consumers who have an unresolved complaint about their telephone or internet service in Australia. Residential consumers and small businesses should contact www.tio.com.au or 1800 062 058.

The Telecommunications Industry Sector
*The Telecommunications industry regulators are the Australian Communications and Media Authority(ACMA). Media enquiries to  02 9334 7719, 0434 652 063 or media@acma.gov.au The Australian Competition and Consumer Commission (ACCC). Media enquiries to 1300 138 917, media@accc.gov.auAfter hours 0408 995 408.

*Communications Alliance is the peak body for Australian communications industry.  Media enquiries to Sefiani Communications, (www.sefiani.com.au) 61 431 478 558.

*The Australian Communications Consumer Action Network (ACCAN) is Australia’s peak communications consumer organisation representing individuals, small businesses and not-for-profit groups as consumers of communications products and services.  Media enquiries to 0409 966 931 or 02 9288 4000.

Phone and Internet Bundle

case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

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