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.
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.
1800 062 058 Our complaints line is open from 8.00am 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 consumers and small businesses at risk
Urgent help is available for vulnerable consumers or small businesses at risk who have already tried to resolve their issue with their phone or internet provider.
Send our consumer complaint form or a letter to 1800 630 614
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.