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Working with your provider

Try to resolve your complaint with your provider first before coming to us.

Contact your provider

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Try to resolve your complaint with your provider first before coming to us.

Your provider should acknowledge your complaint and work with you to resolve it. Many complaints are resolved quickly once you have contacted your provider.

If you can't resolve your complaint with your provider, make a complaint with us.

If you need help or advice, we will help you understand your rights and responsibilities when trying to resolve your complaint with your provider.

We want to make sure we handle your complaint the right way when you ask us for help.

Helpful tips when complaining to your provider

When you contact your telco to make a complaint:

  1. Explain what you would like to happen.

  2. Ask when you will get a resolution.

  3. Ask for a reference number for your complaint.

  4. Be respectful and willing to work with your telco to resolve the complaint.

You do not need to

  • use specific words for your telco to consider your contact as a complaint

  • use a specific channel to make a complaint, such as "We only accept complaints in writing."

How to complain to your provider

You can complain to your provider by phone, letter, email, online or in-store. You can find your provider's contact information on our website.

Your provider must put its contact details in its complaint handling process on its website.

Give your provider a chance to resolve your complaint

Your provider should work directly with you (or your representative) to resolve your complaint. Your provider must:

  • try their best to resolve complaint on the first contact

  • acknowledge a written complaint within 2 working days

  • understand the details of your complaint and any special needs you have

  • work quickly to resolve urgent issues

  • communicate in a clear and fair way, treating you with respect

  • try to offer a resolution within 10 business days

  • let you know you can raise your complaint with the TIO if you are not satisfied with how your complaint is being handled, or if you can't reach a resolution

Have you tried to contact your provider but were unsuccessful?

You can tell us if you’ve had trouble contacting your provider. We’ll work with you to understand what you’ve done and how we can help.

We may ask about your attempts so we can decide the fairest way to assist you.

We will consider:

  • how you tried to contact your provider
  • when you tried to contact them
  • any other details about your attempts

Complain to us

If you haven't been able to resolve your complaint with your provider, you can contact us for help.

We will consider your efforts to resolve the complaint and your personal circumstances to find the best way to help you.

This could include connecting you with a specific complaint handling area within your telco or putting you through to one of our dispute resolution experts.

Ready to make a complaint?

10-20 minutes

Our processGet started