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Make a complaint

Start a new complaint

  • If you have made a complaint to your telecommunications service provider and it is unresolved, you can lodge a complaint with us online. Have any relevant information handy when you lodge your complaint, for example, dates of important events and names of people you have spoken to.    

Start a new complaint

Update an existing complaint

  • For any existing Telecommunications Industry Ombudsman complaint, you should update your complaint online to tell us about any developments. All you need is your name, address and Telecommunications Industry Ombudsman reference number if you have it.    

Update an existing complaint

Privacy information

Important information before you start:

  • We collect personal information about you in order to contact you and handle your complaint. We will share your personal information with the telecommunications providers who can help resolve your complaint. This may include a wholesale provider. These providers may provide your personal information to us. These providers or their staff may be overseas.    
  • If you choose to provide us with sensitive information, for example information about your health, you consent to us collecting and disclosing that information unless you tell us otherwise.    
  • If you choose to remain anonymous or withhold information, we may not be able to handle your complaint.    
  • With your consent, or by law, we may provide your personal information to government agencies.    
  • We may also provide your personal information to third parties for the purposes of improving our services.    
  • You can access and correct personal information that the Telecommunications Industry Ombudsman holds about you and complain about a Telecommunications Industry Ombudsman privacy breach or how the TIO has handled your personal information.    
  • To find out more, the Telecommunications Industry Ombudsman's privacy policy explains how the Telecommunications Industry Ombudsman collects, handles and protects personal information about you, including information obtained from your representative.    
  • After you submit your complaint you will be provided with a Telecommunications Industry Ombudsman reference number. Please keep a copy of that number for your records.

Investigating a business loss claim

Jane Romano’s* business moved premises in October 2017 and contracted with Pearl Phones* to connect new landline and internet services.

Next step?              

  • make an online complaint
  • 1800 062 058                
  • Write PO Box 276
    Collins Street West Vic 8007                            
  • National Relay Service Call on 1800 555 677 then ask for 1800 062 058            
  • Fax our consumer complaint form to 1800 630 614