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Complaints we handle

We usually only look at complaints that happened, or that you became aware of, in the past two years. This time may be extended to six years in some circumstances.

If you are unsure if we can help you, please contact us. If we can’t help, we will refer you to someone who can.

What we look at* What we don't look at*
  • Landline, mobile and internet services, including:            
    • contracts 
    • connecting new services 
    • transferring services 
    • SIM unlocking fees 
    • faults, dropouts and poor coverage 
    • billing mistakes 
    • billing and supply of mobile premium services
    • debt collection
    • services provided over the National Broadband Network (NBN)
  • Faulty equipment supplied as part of a service 
  • Faults on someone else’s service 
  • Phone cards 
  • Interference with your privacy by a service provider or its representative 
  • White Pages listings 
  • Directory assistance 
  • Operator services
  • Carriers accessing or using your land, either under their statutory powers or under a contract with you. 
  • Missed appointments from technicians 
  • Safety issues about telecommunications services 
  • Mass service disruptions 
  • Public mobile radio network 
  • Internet Pay TV 
  • Some compensation claims for loss of profits for businesses 
  • Some damage to property or telecommunications infrastructure issues
  • Some issues relating to goods or services that are bundled or sold with a telecommunications service
  • Some spam and telemarketing issues 
  • Some payphone issues 
  • Some unwelcome or life threatening communications issues
  • The location, relocation or number of payphones in your area
  • The rates a service provider charges for services
  • Services a service provider does or doesn’t offer
  • The content of services including smartphone applications, premium services, all internet sites and TV
  • Technical problems with TV
  • Website domain names
  • Anti-competitive business practices
  • Compensation for time spent resolving a complaint
  • Complaints about 000
  • Complaints about the Do Not Call Register
  • Complaints from contractors, unless they have exclusive rights to the land, for example building a house, major renovation
  • Confirming if a law enforcement organisation is intercepting calls
  • Service providers monitoring calls for training purposes, recording verbal contracts, as part of network maintenance, or to protect a network from improper use
  • Telemarketing voice calls or faxes except where the call is made by a service provider or is repeated harassment
  • Business directories including the Yellow Pages
  • Spam from a third party – not your service provider
  • ADSL internet not being available to you because there is no infrastructure
  • NBN services not being available to you because there is no infrastructure

* These lists are not exhaustive. We may look at other types of complaints.

Landline connection

Case Study - Steve

A man asked a service provider to connect a line to his new house. The service provider told him he needed to have a trench dug first, and transferred him to a contractor to organise the work

Next step?