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How to complain

If you answer "yes" to all the questions in the complaint checklist below, the TIO will usually be able to deal with your complaint:

  • Are you a residential consumer or small business?  
  • Is your complaint about your landline telephone, mobile or internet service, damage to your property or telecommunications equipment?  
  • Have you already tried to contact your service provider to solve your complaint with them?  
  • Are you the account holder or have you been authorised to deal with this matter? (See information below on credit repair agencies.)  
  • Is your complaint less than two years old? (You may also be able to complain if your complaint is between two and six years old, and you have a good reason for not making it before.)  

If you are in doubt about whether the TIO 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 TIO on their clients' behalf. However, the TIO is a free service for consumers and it can help them resolve complaints directly with their providers.

Factsheets - credit repair agencies

Other complaints

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:

Complaint process

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


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


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


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


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.