Digital platforms support and resources

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

• The Australian Cyber Security Centre has resources to help if you think you’ve experienced cybercrime.
• ID Care is a free service that can help if you are worried your identity has been stolen.

If you think you’ve been unfairly blocked or locked out of your account, contact the platform. If you are unable to resolve the issue with them, there is no formal avenue for you to challenge this decision. 

Some users have successfully regained access to their online accounts with the help of local media or their MP. 

• Find my electorate
• Senators and Members Search Results – Parliament of Australia

If you run a small business page through your social media account, the Australian Small Business and Family Enterprise Ombudsman may be able to help you.

If your account has been blocked in relation to the under 16 social media age restrictions, you can find more information on the eSafety Commissioner’s Social Media Age Restrictions Hub. (Please note: the eSafety Commissioner cannot handle complaints about issues related to social media age restrictions)

If you manage a business account, there are dedicated resources that may be able to support you with your digital platform complaint.

• ID Care is a free service that offers support to help Australian small businesses and sole traders recover from cyber incidents
• The Australian Small Business and Family Enterprise Ombudsman may have resources to help you.
• 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 on the ACCC’s Consumer rights and guarantees page.

There are state and territory fair trading commissioners who may have resources to help you. 

• Australian Capital Territory
  • Access Canberra: Consumer complaint
• New South Wales
  • NSW Fair Trading: General Complaint Form
• Northern Territory
  • NT Consumer Affairs: Complaints and disputes
• Queensland
  • Queensland Fair Trading: Consumer Complaint Form
• South Australia
  • Consumer and Business Services: Consumer complaints and advice
• Tasmania
  • Consumer, Building and Occupational Services: Lodge an enquiry
• Victoria
  • Consumer Affairs Victoria: General consumer complaint
• Western Australia
  • Consumer Protection WA: How to make a consumer complaint

Consumer Action Law Centre (CALC) 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 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 (CALC) 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. Visit their website or call the National Debt Helpline on 1800 007 007.

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) 

Visit eSafety Commissioner for more information.

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.