Quick exit

Guides

Small business

Tips for small businesses on reducing phone and internet problems
Sign up to products that meet your business needs
Make it easy for your provider to organise a new connection
Develop a back-up plan to avoid financial loss

Billing and payments

Getting your money back: how to stop direct debits and reverse charges
Tips for billing complaints about mobile services
High and disputed charges
Payment problems and errors
Unclear, delayed and missing bills

Family violence

Tips for phone and internet consumers experiencing family violence
Phone or internet complaints impacted by family violence

Customer service

COVID-19 Phone and internet tips
Customer service and complaints
Helping customers with different needs
Seeking compensation

Land and infrastructure

Damage to your property or a provider’s infrastructure
Connecting a property to the network
Objections to land access activities proposed by carriers

Privacy and safety

Threats, harassment and scams
Privacy
Help for phone and internet consumers experiencing family violence
Unauthorised access of telco accounts
Tips to help consumers protect their telco account from fraudsters

Problems with your service

Faulty services
Faulty equipment
Faulty services - in detail
Recurring faults
Slow internet speed
SIM Swaps
Loss of or access to phone numbers

Setting up a service

Checking your ability to pay before selling you services
Connecting and disconnecting your service
Transferring your service
Sales and sign-up
Tips when setting up a mobile service

Credit management

Complaints about credit enquiries
Tips for phone and internet consumers experiencing financial hardship
Defaults and serious credit infringements
Help to manage your usage
Restriction and disconnection for non-payment
Debt collection for overdue charges
Trouble paying bills

Example outcomes

Neil was not offered a reasonable payment arrangement when he was unable to work
Dr Kumari did not get an explanation for her mobile outage
Land access for installation and maintenance of existing telecommunications facilities
Conall was sold more than $15,000 worth of mobiles and accessories while on a government pension
Telco E sells technical support to customers who do not understand or need it
Telco C credits customers who received high bills after using a ‘pre-paid’ service
Telco D’s advertising does not include possible costs of ‘free’ trial
Providers offer ‘free’ accessories and then charge for them
We worked with Sparrow Net to improve its account security process
Systemic investigation – Consumers could not report urgent complaints
Daniel’s beauty salon is paid $10,000 in compensation for business loss
Dr Priya’s compensation claim is rejected
Ling’s dental clinic works together with Leaf Internet and NBN Co to repair services
Takeaway restaurant owner Jean-Pierre puts wrong address in connection order form
Santo’s travel agency was misled about an equipment lease
Masie's small business lost money when Pan Phones lost her number
When Barbara applied for a loan, the bank rejected her due to a credit default listing by TelcoZ
Terry’s phone number went missing when he moved house
When consumers bought a mobile device on a “no lock-in” plan, they found cancelling the plan meant they had to pay for the device in full
GoPhone cut off Sarah’s mobile after agreeing a payment plan
After Aliya damaged a cable, WorkNet incorrectly charged her $3,900
LineUp pressured 75-year-old Elizabeth to change her landline service
Misleading telemarketing calls for transferring of services
Misleading sales calls for NBN services
Disputed credit default listing
Billing dispute and suspended service
Mobile Coverage
Debt collection
Billing complaint
Excess data charges
Phone upgrades
Loss of services
Supporting phone and internet providers
Phone and Internet Services In A New Home
International mobile roaming
Contract Cancellation Error
Investigating a business loss claim
Default listing on post-paid plans
Unusual mobile upgrades
Sales practices towards asylum seekers without working visas
Sales practices towards vulnerable indigenous customers
History of payment plans and automatic pre-approval
Jose’s* 9 post-paid plans

Free, fair and independent help for phone and internet complaints.

The Telecommunications Industry Ombudsman acknowledges the traditional custodians of the land throughout Australia and their continuing connection to land, culture and community.
We pay our respects to Elders past and present, and extend our respect to Aboriginal and Torres Strait Islander Peoples from all nations of this land.