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Telecommunications Industry Ombudsman
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Telecommunications Industry Ombudsman
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Urgent support

If your phone or internet problem is putting you at risk, we can help faster. We understand that some situations cannot wait. If your issue is affecting your safety, health or finances, we will prioritise your complaint and work to resolve it as quickly as we can.

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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.

You may need urgent support if one or more of these applies to you

  • You have an urgent medical or safety need

  • You cannot access emergency support or services

  • You rely on your service for health reasons (for example, a medical alarm)

  • Your business could lose money because of a phone or internet problem

  • You may lose bank finance

  • You need urgent financial hardship support

Before you contact us

We know it can be stressful dealing with these issues.

In most cases, you need to:

  • Contact your phone or internet provider first
  • Give them a chance to fix the problem

If your issue is still not resolved and you are at risk, please contact us for help.

Need urgent support?

Give us a call

03 8600 8308 1800 046 686

You may still need urgent support if your problem is:

  • affecting your personal safety
  • making it hard to manage your health
  • stopping you from running your business
  • causing serious financial stress

If you are unsure, please contact us. We can talk with you about your situation and work out the best way to help.

How we can help

If your complaint is urgent, we can

  1. Prioritise your case so it is looked at quickly

  2. Set short timeframes for your provider to respond

  3. Connect you with a case handler who can assist you every step of the way

  4. Adjust our approach to suit your needs

If you need urgent support, call us on 1800 046 686 or 03 8600 8308.

Tell us about your situation so we can understand what is happening and prioritise your complaint.

We can also arrange interpreters or other support if you need them.