Complaint Process Summary
Reaching an agreement
We use a number of methods to help you reach an agreement with your service provider.
Referral: We refer your complaint to the service provider to give you another chance to fix it together. Most complaints are resolved at this stage. For those that don’t, what we do next depends on what the complaint involves.
Fast Track: Simple complaints with only one issue and not involving a lot of money in dispute might be suitable for our Fast track process. These cases go to an area of the provider that tries to resolve the complaint directly with the consumer in a short time. Not all providers are in the Fast track process.
Conciliation: A conciliator will discuss the complaint with you and your provider to help you to reach an agreement. The conciliator can suggest options For more information, read our factsheet on conciliation.
Investigation: We will collect and analyse information from you and your provider, to help us make a decision about how we think your complaint should be resolved. For more information, read our factsheet on investigation.
Making a decision
Assessment: The case manager handling your complaint can write an assessment saying how they believe the dispute should be resolved.
Review: If you do not accept the assessment, and have information to support your view, a senior officer can review the assessment.
Decision: The Ombudsman can decide the resolution of the complaint. Decisions by the Ombudsman are binding on service providers.
A comprehensive detail of our complaint handling process can be found here.
A consumer noticed her name was not correctly spelt on her bill and she went into the providers store to fix it. Whilst in store, the provider convinced the consumer to sign up for a new NBN package which she did not fully understand.