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Complaint process

Our role is to help consumers and service providers resolve complaints.

When we help resolve complaints we take into account:

We use a number of methods to help you reach an agreement with your service provider.

 

Referral

 We refer your complaint to the service provider to give you another chance to fix it together.

Conciliation

We will talk with you and the service provider to help you reach an agreement. For more information, read our factsheet on conciliation.

 

Investigation

 If you cannot reach an agreement, we may investigate the complaint and ask for evidence to support your claims.

 

Decision

 If we are not satisfied the matter has been resolved, the Ombudsman can decide the resolution of the complaint. Decisions by the Ombudsman are binding on service providers.

 

It’s important to remember that we can’t promise you any particular result.

We do not fine or penalise service providers. 

 

Contracts

case study image

A man contacted us because he was not provided with the service agreed to in his contract for a bundled landline and internet service.

Next step?

  • make an online complaint
  • 1800 062 058
  • WritePO Box 276
    Collins Street West Vic 8007
  • TTY1800 675 692
    National Relay ServiceCall on 1800 555 677 then ask for 1800 062 058
  • Fax our consumer complaint form to 1800 630 614