Telecommunications Industry Ombudsman

We are a free and trusted service for people and small businesses in Australia.

Think of an ombudsman like a referee. We listen to you and your provider, then help you reach a fair outcome.

Last year we helped

51,264: Individuals
6,328: Small businesses

How we help resolve complaints

Before coming to us

First try to raise your problem with your provider. Skipping this step adds five extra days to your case. Here's some tips for working with your provider.

Explore tips

STEP 1
You tell us about your problem and your ideal resolution
Learn more about You tell us about your problem and your ideal resolution
STEP 2
We escalate your complaint to a dedicated team at your provider
Learn more about We escalate your complaint to a dedicated team at your provider
STEP 3
Your provider proposes a resolution within 10 working days
Learn more about Your provider proposes a resolution within 10 working days
STEP 4
If you’re not satisfied, let us know and we can investigate
Learn more about If you’re not satisfied, let us know and we can investigate

Ready to make a complaint?

10-20 minutes

Our process Get started

What we can help with

I’m having problems with…

Billing or debt
Unexpected charges, billing errors and disputes, or debts being sent to collectors.
Learn more about Billing or debt
Faults
Service isn't working, has dropped out, or quality is unacceptable
Learn more about Faults
Customer service and sales
Your provider gave you wrong information, sold you something you didn’t need, or won’t respond to your concerns.
Learn more about Customer service and sales
Privacy
Your personal information was stolen from your provider, someone accessed and used your account, swapped your SIM, or bought goods or services in your name.
Learn more about Privacy
Scams, spam and fraud
You have been scammed, had your identity stolen, or could not stop spam.
Learn more about Scams, spam and fraud
Property or land
We can help with complaints about damage to your land or property by a telecommunications provider, and disputes about costs they try to recover for damage to their infrastructure.
Learn more about Property or land

I’m experiencing…

Domestic and family violence
Someone is abusing you, acting violently, or trying to control you.
Learn more about Domestic and family violence
Financial hardship
Your situation changed and you can no longer afford the payment plan with your provider or their actions are pushing you deeper into financial trouble.
Learn more about Financial hardship
Natural disaster
Floods, fires or storms have cut off your service, made it hard to pay or left you needing extra support.
Learn more about Natural disaster

Don’t see your issue?

Explore the full list of what we can help with

View all

How we’ve helped others

Person standing in public transport and using a smartphone.

Billing or debt

Megaphone said Ailin must pay the full cost of her phone after cancelling

A student cancelled her mobile service after poor coverage but was told to pay the full cost of her phone. We found the provider couldn’t deliver the promised service and required a fair resolution.

Common questions

We help people and small businesses resolve their phone and internet problems.

We are a free and trusted service for people and small businesses in Australia.

How we help resolve complaints

Before coming to us

You tell us about your problem and your ideal resolution

We escalate your complaint to a dedicated team at your provider

Your provider proposes a resolution within 10 working days

If you’re not satisfied, let us know and we can investigate

Ready to make a complaint?

What we can help with

Billing or debt

Faults

Customer service and sales

Privacy

Scams, spam and fraud

Property or land

Domestic and family violence

Financial hardship

Natural disaster

Don’t see your issue?

How we’ve helped others

Megaphone said Ailin must pay the full cost of her phone after cancelling

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Daniel’s beauty salon is paid $10,000 in compensation for business loss

Provider charges consumers excess charges on prepaid roaming plan

Megaphone said Ailin must pay the full cost of her phone after cancelling

Conall was sold over $15,000 worth of mobiles and accessories on a pension

Daniel’s beauty salon is paid $10,000 in compensation for business loss

Provider charges consumers excess charges on prepaid roaming plan