Millions of Australians rely on digital platforms such as social media, email, cloud storage, streaming services and online marketplaces. Complaints about digital platforms are not currently covered by our service. When problems happen, many people struggle to find support or get their issue resolved. We are calling for a simple pathway for people to get help with digital platform complaints.
Social media
such as Facebook, Instagram, X (Twitter), TikTok, LinkedIn
Online shopping and marketplaces
such as eBay, Amazon, Etsy, Facebook Marketplace
Streaming and subscriptions
such as Netflix, Spotify, YouTube, Disney+
Search and content
such as Google, Safari, YouTube, News
Messaging and communication
such as WhatsApp, Messenger, iMessage, Dating Apps
AI tools and assistants
such as ChatGPT, Google Gemini, Copilot
Currently the TIO is unable to resolve complaints about Digital platforms.
There is no independent and dedicated service in Australia to help people resolve their issues. While we push for change here are some steps, services and resources that may be of help.
We're making the case to government. Your support helps us get there
Start with the platform's own tools. Most platforms let you:
When you make your complaint, be clear about:
Screenshots, dates, and any replies from the platform. These are always helpful if the issue isn't resolved.
If you are in immediate danger, call Triple Zero (000). For non-urgent threats, contact your local police. If you are concerned about your safety or wellbeing, or the safety of someone else, there is help available.
Lifeline 13 11 14 - lifeline.org.au
Beyond Blue 1300 224 636 - beyondblue.org.au
Headspace 1800 650 890 - headspace.org.au
If you are having any luck with your provider these resources and services may be able to help you or provide support.
If you think you’ve been hacked and your personal information is at risk. Try these:
Has resources to help if you think you've experienced cybercrime.
For resources visit cyber.gov.au
A free service that can help if you are worried your identity has been stolen.
For free support visit idcare.org
If you think you have been unfairly blocked or locked out of your account, contact the platform first. If you are unable to resolve it with them, there is no formal avenue to challenge this decision. These options may help.
Some users have successfully regained account access by contacting their Local MP or Media.
Find your electorate Visit electorate.aec.gov.au
Senators and Members search Visit aph.gov.au
They may be able to help if you run a small business page through your social media account.
For free support Visit asbfeo.gov.au
For information on social media age restrictions and resulting blocked accounts.
For more info Visit esafety.gov.au
ID Care is a free service that offers support to help Australian small businesses and sole traders recover from cyber incidents
For more information Visit idcare.org
The Australian Small Business and Family Enterprise Ombudsman may have resources to help you. Visit asbfeo.gov.au
There are also Small Business Commissioners in five states who may be able to help you:
New South Wales
Queensland
South Australia
Victoria
Western Australia
If you have purchased an item from a private seller that is facilitated by an online marketplace (such as eBay, Etsy, Facebook Marketplace), it may not be eligible for a refund.
Learn more Visit ACCC’s Consumer rights and guarantees
There are state and territory fair trading commissioners who may have resources to help you.
Australian Capital Territory Visit Access Canberra: Consumer complaint
New South Wales Visit NSW Fair Trading: General Complaint Form
Northern Territory Visit NT Consumer Affairs: Complaints and disputes
Queensland Visit Queensland Fair Trading: Consumer Complaint Form
South Australia Visit Consumer and Business Services
Tasmania Visit Consumer, Building and Occupational Services
Victoria Visit Consumer Affairs Victoria
Western Australia Visit Consumer Protection WA
If you have tried to cancel a subscription but you are still being charged, your bank or financial institution may be able to help you cancel direct debits or recurring payments.
Consumer Action Law Centre is a free service for Victorians dealing with consumer issues, such as problems with purchases, faulty products, disputes with businesses, and consumer finance problems.
If you are experiencing financial hardship and need additional support, the National Debt Helpline may be able to help you.
If you have requested content taken down on a platform, the eSafety Commissioner may be able to help you.
They can issue takedown notices for:
For more information Visit esafety.gov.au
If you are concerned that your personal information has been mishandled by the platform, the Office of the Australian Information Commissioner (OAIC) may be able to help with your complaint.
For more information Visit oaic.gov.au
We're making the case to government. Your support helps us get there.
Digital platforms have become key services, but when things go wrong, consumers and businesses have limited options for independent dispute resolution.
Better consumer protection
Australians deserve the same protections for digital platforms as they have for telecommunications services.
Support for Small Businesses
Small businesses rely on digital platforms but have nowhere to turn when accounts are suspended or disabled.
Fair resolution process
An independent ombudsman ensures fair and impartial dispute resolution when platforms fail to respond.
Growing problem
Digital platform complaints are increasing, but there's currently no dedicated body to handle them effectively.
