What we can help with

We help people and small businesses resolve complaints about their phone and internet services.

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We can help with these common issues

I’m having problems with…

Billing or debt
Unexpected charges, billing errors and disputes, or debts being sent to collectors.
Learn more about Billing or debt
Faults
Service isn't working, has dropped out, or quality is unacceptable
Learn more about Faults
Customer service and sales
Your provider gave you wrong information, sold you something you didn’t need, or won’t respond to your concerns.
Learn more about Customer service and sales
Privacy
Your personal information was stolen from your provider, someone accessed and used your account, swapped your SIM, or bought goods or services in your name.
Learn more about Privacy
Scams, spam and fraud
You have been scammed, had your identity stolen, or could not stop spam.
Learn more about Scams, spam and fraud
Property or land
We can help with complaints about damage to your land or property by a telecommunications provider, and disputes about costs they try to recover for damage to their infrastructure.
Learn more about Property or land

I’m experiencing…

Domestic and family violence
Someone is abusing you, acting violently, or trying to control you.
Learn more about Domestic and family violence
Financial hardship
Your situation changed and you can no longer afford the payment plan with your provider or their actions are pushing you deeper into financial trouble.
Learn more about Financial hardship
Natural disaster
Floods, fires or storms have cut off your service, made it hard to pay or left you needing extra support.
Learn more about Natural disaster

Lower or freeze a telco's pricesWe can't set or control what a telco charges.
Change what services providers offerService providers decide their own products and plans. We can't require them to offer a specific service or keep one going.
Require upgrades to network infrastructureWe can't mandate your provider to build new towers or expand NBN coverage.
Prevent monitoring of callsService providers can legally record or monitor calls for operational reasons. We can't prevent this.

10-20 minutes

Digital platforms

We're calling on government to expand our role to include platforms such as social media, streaming, and search.

You can always give us a call to discuss the problems you are having.

Call us on 1800 062 058

Money: up to $100,000
We can only make binding decisions about complaints involving amounts up to $100,000. If your dispute is about larger amounts, contact us and we’ll tell you whether it’s something we’ll handle, or whether you may wish to speak to a lawyer.
Time: within six years
Your complaint should be about a problem that occurred within the last two years, or that you became aware of in the last two years. We may still be able to help with complaints that are up to six years old, depending on the reason for the delay.