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COVID-19 complaints process:

Please be aware in these unique circumstances there may be some delays. Our dedicated staff will respond to you as soon as possible.

The timeframe for phone and internet providers to respond to non-urgent complaints has been extended to 15 days.

The timeframe for providers to respond to urgent complaints from vulnerable and at-risk consumers remains unchanged at two business days. Read the news release.

Complaints and enquiries

Online complaint form

You can submit a new complaint via our online form or update your existing complaint. Completed online complaint forms generally receive a response from us on the next business day. 

Phone

1800 062 058 Our complaints line is open from 9am to 5.30pm Monday to Friday, Australian Eastern Standard Time (Australian Eastern Daylight Time when daylight savings is in effect). 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.

Vulnerable and at-risk consumers

Priority help is available for vulnerable or at-risk consumers who have already tried to resolve their issue with their phone or internet provider.

Email

Email the consumer complaint form to our Complaint Handling inbox.

Fax

Send our consumer complaint form or a letter to 1800 630 614

Post

Send our consumer complaint form or a letter to 

PO Box 276, Collins Street West, VIC 8007

Need an interpreter?

Call our hotline and we'll get one for you, or call the Translating and Interpreting Service (TIS) at 131 450.

Want to use the National Relay Service?

If you are deaf, or have a hearing or speech impairment:

1. Contact us through the National Relay Service

2. Give the TIO number you want to call.

For more information visit the National Relay Service website.  

Have a media enquiry?

If you are a member of the media, your enquiry can be directed to the Media and Campaigns Manager.

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