Digital Platforms

Where to find help

1. 1

   Report to the platform first

   Start with the platform's own tools. Most platforms let you:

   • Submit a complaint or report through an online form
   • Block, mute, or report harmful content directly

   When you make your complaint, be clear about:

   • What happened
   • What you want the platform to do
   • When you expect to hear back

   Tip: Keep records as you go

   Screenshots, dates, and any replies from the platform. These are always helpful if the issue isn't resolved.

   Emergency and community services

   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

2. 2

   Explore these resources

   If you can’t fix your problem directly with the platform, these resources and services may be able to help you or provide advice.

   • Hacked account

     If you think you’ve been hacked and your personal information is at risk. Try these:

     • Australian Cyber Security Centre

       Has resources to help if you think you've experienced cybercrime.

       For resources visit cyber.gov.au

     • ID Care

       A free service that can help if you are worried your identity has been stolen.

       For free support visit idcare.org

   • Blocked or banned account

     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.

     • Local MP or media

       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

     • Australian Small Business and Family Enterprise Ombudsman

       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

     • eSafety Commissioner

       For information on social media age restrictions and resulting blocked accounts.

       For more info Visit esafety.gov.au

   • Business account access

     • ID Care

       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

     • Australian Small Business and Family Enterprise Ombudsman

       The Australian Small Business and Family Enterprise Ombudsman may have resources to help you. Visit asbfeo.gov.au

     • Small Business Commissioners

       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

   • Faulty products or services

     • ACCC consumer rights and guarentees

       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

     • State and territory fair trading commissioners

       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

   • Fees and charges

     • Your bank or financial institution

       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

       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.

       Visit CALC

     • National Debt Helpline

       If you are experiencing financial hardship and need additional support, the National Debt Helpline may be able to help you.

       Visit ndh.org.au

       Call them on 1800 007 007

   • Online abuse or bullying

     • eSafety Commissioner

       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:

       • Cyberbullying of children
       • Adult cyber abuse
       • Image-based abuse
       • Illegal and restricted online content (including sexual extortion, child sexual abuse material, terrorist content)

       For more information Visit esafety.gov.au

   • Privacy

     • Office of the Australian Information Commissioner

       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