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Tips: before coming to the TIO

  • Be clear on what you are complaining about, and the reasons for your complaint.
  • Think about what solutions will fix the issue. There might be more than one way.
  • Try to stay calm and treat your service provider with respect. If you are upset, call back another time.
  • Take notes of the conversations you have, recording the date and time, who you spoke with and what they told you.
  • Be open to compromise as your complaint may be sorted out more quickly.
  • Sometimes you will need to be prepared to wait while your complaint is being examined; you can ask for a timeline to solve your complaint, and for updates.
  • Continue to pay all charges that you would normally pay if you didn’t have a complaint. In most cases, these will be the charges you would expect to pay, for example your regular monthly minimum charge, line rental or calls that you agree you made. Tell the service provider which charges you will pay and which you disagree with.
  • If you pay by direct debit and you have a complaint about charges, your service provider may be able to offer you another method of payment until your dispute is resolved.
  • If you are not happy with the outcome of your complaint, ask to speak to a manager, or contact the TIO.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

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