It's taking longer than usual to resolve some complaints

We encourage you to keep talking with your telco.  Our advice on common phone and internet issues may help with these conversations and to resolve your complaint sooner. 

Please contact us if anything changes that affects your complaint, including:

• If your phone or internet issue is affecting your health or safety, tell us. We prioritise urgent complaints and may be able to assist you sooner.  
• If you're facing financial hardship, recovering from a natural disaster, or affected by family, domestic or sexual violence, we want to hear from you. We offer extra care and flexibility based on individual circumstances.
• If your telco has resolved your complaint, let us know so we can close your case.

If nothing has changed in your situation, there is no need to contact is. We will be in touch as soon as we can. 

We’re seeing more people return to us for help after their telco wasn’t able to resolve their complaint.  

Complaints that aren’t resolved early or easily with telcos often need more time and attention from our specialist staff. There might be more back-and-forth between you and your telco, more evidence to review or more serious impacts to investigate and consider.  

Increased demand for this specialist support has put pressure on resourcing and led to longer wait times.

We’re also seeing delays for people waiting on reviews and final decisions. These complaints require expertise in telco issues, industry rules, and consumer impacts - skills that take time to build and apply with care.

We’re acting quickly to expand our specialist team and build capability, so you get the timely, expert support you deserve. 

We know it’s frustrating to wait, especially when your phone or internet issue is affecting your daily life or business. To resolve your complaint as quickly as possible we are:  

• Increasing staff numbers and building specialist expertise
• Streamlining our processes where we can
• Prioritising urgent and vulnerable cases
• Working closely with telcos to resolve cases in the queue 

We appreciate your patience and understanding as we work through this. Every step is aimed at helping you sooner, with the care and fairness you expect from us. 

Financial counsellors work in community organisations across Australia and can help you understand your options, manage debt, and access hardship programs. Their services are free and confidential.  

You can find a financial counsellor through the National Debt Helpline, or visit Financial Counselling Australia to learn more about the support available in your state or territory.