Our phone service will be limited for the Victorian public holiday on Friday 25 September 2026.
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.
What we can help with
We can help if you own or live on a property and your complaint involves:
- Learn more about Connecting a property to the network
Connecting a property to the network
Resolve issues with connecting your property to the telecommunications network. Learn about common problems, your rights, and what to expect from providers.
- Learn more about Damage to property or infrastructure
Damage to property or infrastructure
A provider may damage your land or property during their work, or you need us to review charges if a provider says you must pay for damage to its infrastructure.
- Learn more about Guidelines on Land Access
Guidelines on Land Access
Understand your rights and responsibilities when a carrier wants to access your land. Learn how the land access process works, including notices, objections and key timeframes.
- Learn more about Objections to land access activities proposed by carriers
Objections to land access activities proposed by carriers
Landowners and occupiers can object to proposed telco land access activities, such as installing or maintaining infrastructure.
Ready to make a complaint?
10-20 minutes
What we cannot do
Issues not related to a telecommunications provider
such as disputes with builders, neighbours, or councils.
Damage or disputes where the telco isn’t responsible
such as natural events or third‑party damage.
Requests for compensation outside our scope
where there is no link to a telco’s actions or obligations.
Broader legal or property disputes
including ownership, land use rights, or development issues better handled by courts or tribunals.
Matters handled by other organisations
for example, planning approvals, environmental concerns, or some safety and radiation issues.
Tips for working with your provider
Try saying/asking
- I’m concerned about damage to my property during the work. Can you explain what happened and how you’ll fix it?
- I don’t agree I should pay for this damage. Can you review this and explain your decision?
- I’d like more information about the work you’re planning on my land and my rights in this process.
- I’m not comfortable with this access request. Can you explain the notice and what options I have?
Not making progress? Get us involved
10-20 minutes
How we've helped others
- Property or land
Land access for installing and maintaining existing communications facilities
A carrier wanted to install an underground conduit and cable and replace an existing telco pit on rural land next to a railway line to improve the telecommunications network it operates.