Cyclone Alfred
We’ve put together some information to support you if you are impacted.
If there is an urgent safety or medical risk, contact our natural disaster line on 1800 046 686 or 03 8600 8308. You can also make a new complaint online.
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Ayudamos a resolver quejas y reclamaciones sobre servicios telefónicos o de Internet.
Somos un servicio gratuito e independiente, es decir, ni usted paga nada ni nosotros tomamos partido por ninguna de las partes.
El Defensor del Usuario de la Industria de las Telecomunicaciones (Telecommunications Industry Ombudsman) puede prestar ayuda con:
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Contratos: ¿contrató un producto o servicio que no ha recibido?
Residential consumers and small businesses made 167,831 complaints to the Telecommunications Industry Ombudsman in the last financial year (1 July 2017 to 30 June 2018).
Complaints about phone and internet services increased by 6.2 per cent for the full year, however, complaints dropped by 17.8 per cent in the final quarter (April to June 2018) compared to quarter three (January to March 2018).
The Australian Competition and Consumer Commission (ACCC) has announced Vodafone has agreed to offer refunds to customers who were charged for third party content they had not agreed to buy or had purchased unknowingly.
The ACCC is responsible for enforcing this undertaking.
This undertaking applies to Vodafone third party content available between 1 January 2013 and 1 March 2018.
The Telecommunications Industry Ombudsman (TIO) has reported for the first time on NBN-related complaints in its Annual Report, released today.
Consumers made 3,982 new NBN-related complaints during the 2013-14 financial year. Most were about new connection delays, with 1,122 internet users and 783 landline consumers reporting a delay. More than 500 consumers complained about missed appointments.
Residential consumers and small businesses made 65,970 complaints to the Telecommunications Industry Ombudsman about their landline, mobile or internet services between 1 July and 31 December 2016.
These figures were highlighted in the organisation’s Six Monthly Update, published today (Thursday 11 May, 2017). Complaints were recorded against 324 phone and internet providers in Australia.
Staying connected through phone and internet services is important for the safety of residential consumers and small businesses in areas impacted by natural disasters.
Ombudsman Judi Jones said, “For local residents, remaining connected to phone and internet services means being able to contact emergency services, stay connected to medical assistance, and remain in touch with friends, family and neighbours. For small businesses it means being able to continue trading, supplying goods and providing a vital network for members of the community.
Most importantly, the form will ask for additional relevant information from consumers to add context to their complaint such as situational or enduring vulnerability.
Ombudsman Cynthia Gebert says that an updated complaint form is part of the TIO’s ongoing commitment to the principles of accessibility and inclusivity.
“We’ll be able to capture important data that allows us to respond most appropriately to the needs of the consumer so we can meet people where they are,” she said.
As the cascade effects of the COVID-19 pandemic impact Australia’s phone and internet, the Telecommunications Industry Ombudsman is preparing for the expected increase in urgent complaints from vulnerable and at-risk residential consumers and small businesses.