How to fix your telco problems faster

10th Mar 2026

Problems with your phone or internet can be stressful. Your bill might be too high, your service keeps dropping out or you’re finding it hard to switch providers.

Before you come to the TIO, there are simple steps you can take to get your telco problems sorted faster.

1. Contact your telco first

Before we can help, you’ll need to contact your telco and give them a chance to fix the problem.

When you contact them:

explain the problem clearly and how it’s impacting you
ask for the outcome you want (for example, do you want a refund or the service fixed?)
ask when they’ll get back to you
ask for a complaint or reference number
keep good notes about what was said and who you spoke with.

2. Be available and keep in touch

Make time to talk trough the problem with your telco. If you miss a call or message, get back to them as soon as you can to keep things moving.

3. Give your telco a chance to fix the problem

Be reasonably patient. Some problems will take longer to fix, and your telco might need to work with other parties to resolve your complaint.

Remember to:

be flexible if your telco offers something similar to what you’re asking for
pay for services you’re using
report anymore faults or issues with your services and keep it written down
keep conversations respectful.

4. If you’re getting nowhere, ask us for help

If you haven’t been able to work out the problem with your telco, we’re free and here to help.

Call us on 1800 062 058 to make a complaint. We’re available between 8.00am – 8.00pm Monday to Friday, AEST.
Make a complaint online.