Make a complaint

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.

Explore tips

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)

Before you come to us

You tell us about your problem and your ideal resolutionYou are here
We escalate your complaint to a dedicated team at your provider
Your provider proposes a resolution within 10 working days
80% of complaints are resolved at this stage
If you’re not satisfied, let us know and we can investigate

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.
- Email: [email protected]
- Fax: 1800 630 614
- Post: PO Box 276, Collins Street West, VIC 8007
Complaint formDownload