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Telecommunications Industry Ombudsman
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Telecommunications Industry Ombudsman
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Our process

How we help resolve phone and internet complaints.

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Our complaints process

Before coming to us

First try to raise your problem with your provider. Skipping this step adds five extra days to your case. Here's some tips for working with your provider.

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  1. You tell us about your problem and your ideal resolution

    We will ask

    • What happened and when?

    • What your telco said or did?

    • What you would like as a resolution.

    What you will need

    • Contact and account details

      You can make a complaint for yourself or on behalf of someone else as long as you have their permission. Learn more

    • The name of your provider

    • Any relevant documents or evidence (optional but helpful)

  2. We escalate your complaint to a dedicated team at your provider

    After we get the details of your complaint, we refer it to your provider but not through the same channel you've already tried.

    Our involvement escalates things.

    All providers operating in Australia must be registered with the TIO, which means your complaint arrives through a formal channel, not their general customer service line.

    They have a deadline and are required to act.

  3. Your provider proposes a resolution within 10 working days

    Once your provider receives a complaint from us, they have a deadline of

    10 working days

    for most cases

    2 working days

    for cases we identify as urgent

    15 working days

    if your provider hasn’t had an opportunity to resolve your complaint yet

    20 working days

    if you knew about the problem for more than two years

    In this time, they are expected to work with you to find a resolution that you are both happy with.

  4. 80% of complaints are resolved at this stage

  5. If you’re not satisfied, let us know and we can investigate

    If the problem still isn't resolved after your provider has responded, you need to get back in touch with us.

    We'll review what's happened so far, including what your provider has offered, and give our view on what a fair outcome looks like.

    To do this, we will

    • Get information

      We may speak with you and your provider (together or separately) and ask both sides for more information or documentation.

    • Share our view

      We will share our view with both you and your provider. We call this an assessment.

    To reach our view, we consider

    • Laws, industry codes and guidelines

    • Good industry practice

    • Actions and impacts of the provider

    • Actions and Impacts of the consumer

    Update your complaintSee our approach to fairness

    • If you and your provider accept our view, the complaint is resolved.

    • If your provider doesn't accept our view, we may make a formal decision. If you accept our decision, it will be binding on your provider.

    • You don’t have to accept our view or our decision. You can seek independent options and advice.

Please note: we are not an emergency service, if you are in immediate danger, please call Triple Zero (000)

If you cannot call Triple Zero look for immediate help through neighbours, local emergency services or community support networks.

We expect respectful behaviour

The TIO has a zero-tolerance policy on aggression and violence. We treat everyone with respect, honesty, and courtesy, and ask for the same in return. For more details, please read our Engagement Charter.

Note: The form will take 10-20 minutes. You must complete the form in one go, it can’t be saved and completed later.

Start complaint

Other ways to make a complaint

  • Call us

    1800 062 058
    • We are available 8.00am – 8.00pm Monday to Friday, AEST.
    • 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. When the TIO contacts you, our phone number will appear as 03 8600 8700. This is a verified number for all TIO calls about your complaints.

  • Email, fax or post

    Download and complete our complaints form, once completed you can send it us via these methods.

    Complaint form

Frequently asked questions

  • Do I need everything documented?

    No, you don’t need everything perfectly documented before contacting the TIO.

    • It helps to have things like bills, emails, or screenshots
    • But you don’t need them all at the start
    • You can give more information later if we ask for it.

    You must try to fix the problem with your telco first. Complain to the TIO if it doesn’t get resolved.

  • Can someone make a complaint on my behalf?

    Yes. You don’t have to do this alone.

    You can ask someone you trust to make a complaint for you. This might be a friend, family member, or support person.

    There are two ways someone can help:

    Advocate
    They speak with us for you and help explain your problem.

    Authorised representative
    They can act for you and deal with your complaint directly.

    What we may need from you is your permission for them to act for you, and confirmation of your identity (for example, answering a security question).

    If you need support, we will work with you and your representative to understand your situation and find a fair outcome.

  • What if my situation is urgent?

    If your situation is urgent, we can help.

    You may get faster support if you are at risk, for example:

    • You have a medical or safety concern
    • You need your service for personal safety
    • You are facing financial hardship
    • You have been affected by a natural disaster

    If this applies to you:

    • Tell us your situation is urgent
    • Call us on 1800 062 058 so we can help you quickly

    We may prioritise your complaint and shorten timeframes to get a faster outcome.

    If you are in immediate danger, call Triple Zero (000).

  • Will I have to re-explain everything to my telco?

    No.

    When you make a complaint, we send your details to your telco so they understand your issue.

    You may still need to talk with them, but you won’t need to start from the beginning.

  • What if my telco is chasing me for a debt right now?

    Tell us when you make your complaint.

    If you are disputing the debt, we can ask your telco to pause action while the issue is looked at.

    This can help take pressure off while your complaint is being resolved.

  • What counts as a resolution?

    A resolution is when your issue is fixed in a way that is fair and reasonable.

    This might include:

    • fixing a service problem
    • correcting a bill
    • offering a refund, credit or payment plan

    We will work with you and your telco to reach an outcome.

  • What if my provider doesn't contact me after I've made a complaint with the TIO?

    Your provider is expected to respond within set timeframes.

    If they don’t contact you:

    • let us know
    • we can follow up and decide the next step

    You don’t have to chase it on your own.