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Complaints
On this page:
Make a complaint
If you’ve already tried resolving your complaint with your internet or phone provider, you can file a complaint with us. We help residents and small businesses settle disputes fairly.
If you’ve already made a complaint with us, you can update your existing complaint online. This could mean asking for more help, adding new information, or marking it as resolved. You can also track the status of your complaint.
The TIO has a zero-tolerance policy on aggression and violence. We treat everyone with respect, honesty, and courtesy, and ask for the same in return. For more details, please read our Engagement Charter.
You can also make a complaint via:
Phone
Call us on 1800 062 058
- We are available 8.00am – 8.00pm Monday to Friday, AEST.
- Calls are free from landlines (but standard rates apply for calls from mobiles).
- If you call from a mobile you can ask us to call you back.
Email, Fax, or Post
Download and complete our complaints form, then email, fax, or post.
- Email your completed complaints form to our complaint handling inbox.
- Fax your completed complaints form (or a letter) to 1800 630 614.
- Post your completed complaints form to PO Box 276, Collins Street West, VIC 8007
Help for vulnerable or disaster-affected individuals and businesses
Are you vulnerable or at risk and in need of urgent help?
Help is available for vulnerable people or small businesses at risk who have already tried to resolve their problem with their phone or internet provider.
Have you been impacted by a natural disaster?
Help is available to people and small businesses impacted by natural disasters who have unresolved phone and internet problems.
Interpreters and accessibility
Access a language interpreter
If you need an interpreter, call us on 1800 062 058 and we will get one for you. Or, you can call the Translating and Interpreting Service on 131 450.
Booking an Auslan interpreter
If you are d/Deaf, hard of hearing, or use Auslan to communicate, you can book an appointment with us by requesting a call through our Auslan Video Interpreting Service. We will contact you with an Auslan interpreter using Microsoft Teams.
Access the National Relay Service (NRS)
If you are d/Deaf, hard of hearing, or have a speech/communication difficulty please contact us by:
Step 1
Contact us through your preferred NRS call channel detailed on NRS call numbers and links.
Step 2
Provide the NRS with our phone number 1800 062 058
For more information visit: About the National Relay Service
We’re here to help
Video: How to make a complaint with the TIO
Who we can help
If you’re a residential consumer or small business customer, or an account holder, we can help you with your complaint.
What we can help with
Find out which complaints we are able to help you with.
Learn about what we can help with
What to expect
Get familiar with the complaints process and what to expect when you make a complaint.
Learn about our complaints process
Making a complaint for someone else
If you know someone who needs to make a complaint you can make a complaint on their behalf.