How to complain
Submit your complaint to the Telecommunications Industry Ombudsman:
- by telephone on 1800 062 058.
- by post. Fill in the consumer complaint form or write a letter and address it to PO Box 276, Collins Street West, VIC 8007
- by fax on 1800 630 614. Please send us a completed consumer complaint form.
- by TTY 1800 675 692. You can preview the questions we will ask you on the fax and letter version of our consumer complaint form.
- with the assistance of an interpreter. If you need an interpreter call 1800 062 058 and we'll get one for you or you call the Translating and Interpreting Service (TIS) on 131 450.
- via the National Relay Service. If you are deaf or have a hearing or speech impairment contact us through the National Relay Service and give us the number you want to call.
These tips can asst you with things to consider before coming to the Telecommunications Industry Ombudsman.
If you are in doubt about whether the Telecommunications Industry Ombudsman can deal with your complaint, contact us.
Value of complaints
If your issue involves more than $100,000, the TIO may still be able to help you resolve your issue but we cannot make a binding decision above the value of $50,000 or any recommendation above the value of $100,000. You may wish to speak with a lawyer if you think this is a better option for you.
Credit repair agencies
Credit repair agencies (also known as credit restoration agencies or CRAs) are businesses that charge consumers to attempt to remove credit defaults. The consumer may have a "contract" with the agency even if it is not successful in getting the default removed. Credit repair agencies often submit complaints to the Telecommunications Industry Ombudsman on their clients' behalf. However, the Telecommunications Industry Ombudsman is a free service for consumers and it can help them resolve complaints directly with their providers.
Factsheets - credit repair agencies
If your complaint is not about a telephone, mobile or internet service see other organisations that may be able to help you.
Here is more information about the types of complaints we deal with.
Our role is to help consumers and service providers resolve complaints.
When we help resolve complaints we take into account:
- relevant laws
- good practice (including industry codes)
- TIO position statements
- potential vulnerability of the consumer, and
- what is fair and reasonable.
We use a number of methods to help you reach an agreement with your service provider.
It’s important to remember that we can’t promise you any particular result.
We do not fine or penalise service providers.