Sumo data breach

The Telecommunications Industry Ombudsman is a free and independent dispute resolution service for residential consumers and small businesses who have an unresolved problem with their phone or internet service. The TIO is recognised by the Office of the Australian Information Commissioner as an external dispute resolution scheme that handles privacy-related complaints under the Privacy Act 1998.

If you have been impacted by the data breach, you should contact Sumo first

If a consumer is concerned about the safety of their data with a telco, they should talk to their telco directly.

Consumers who have been affected by the data breach, and where Sumo has confirmed their personal details were disclosed, should be taking extra steps to protect themselves and be on alert for strange activity using their personal information.

If a consumer has a complaint about the Sumo data breach, they should try to contact Sumo first. Sumo can be contacted via email or phone on 03 9102 8400.

If you can’t contact Sumo

If you are having difficulty talking to Sumo or are dissatisfied with its response, you can make a complaint to us.

You can make a complaint by calling us on 1800 062 058 or using our online complaint form. You can use an interpreter, including Auslan or the National Relay Service.

If you prefer, you can also make a complaint by email fax or post.

How we handle complaints

In most cases, we will send your unresolved complaint to the telco to ask it to work with you to find a resolution. We give the provider 10 business days (or two weeks) to get in touch and try to resolve your complaint.

Most complaints resolve through this process, but if it is not resolved, you can get back in touch with us and we may be able to take further action.

If your complaint remains unresolved and you get back in touch with us, we might need more information from you. This may include documents, or a response to a survey.

You can find out more information about what to expect when making a complaint to us at What to expect | The Telecommunications Industry Ombudsman.

Where to go for more information

Sumo website

Phone: 03 9102 8400

Other organisations

• ID Care
• Office of the Australian Information Commissioner
• ACCC Scamwatch