Help for consumers at risk
Phone line closure
Our phone lines are closed from 2.00pm AEST on Thursday 19 June while we celebrate our people. You can make a new complaint or update an existing complaint via our online form. Our full service will return on Friday 20 June, 8am to 8pm AEST.
Our commitment to people and businesses at risk
We are committed to providing an empathetic and accessible service to those who are left vulnerable or at risk by their access to communications technology.
It’s important to us that we provide timely assistance to help people and businesses at risk resolve their complaints quickly.
How we define ‘at risk’
You may be ‘at risk’ if you are experiencing a crisis such as:
- an urgent medical or safety need
- a risk of losing bank finance
- your business is at risk of incurring a loss
- you need urgent financial hardship support from your provider
- you are impacted by bushfires or another natural disaster.
How we can help
If your request is urgent or if you are impacted by a natural disaster
Call us on 1800 046 686 or 03 8600 8308
Our case officers have been trained to handle personal information and will prioritise your complaint.