The framework at a glance
Australian telecom complaints are handled in two stages:
- You complain to your provider. They must follow the Telecommunications Consumer Protections (TCP) Code, which sets timelines and obligations.
- If unresolved, you escalate to the Telecommunications Industry Ombudsman (TIO), which is free for consumers and small businesses and whose decisions bind your provider up to set monetary limits.
What you can complain about
- Billing errors and disputed charges (excess data, international roaming, plan rates)
- Faulty service and outages
- Connection or disconnection problems
- Misleading sales conduct or unauthorised plan changes
- Privacy breaches
- Cancellation and Early Termination Fees (ETFs)
- Mobile number portability problems
Step 1 — Complain to your provider
Call or use your provider's online complaint form. Ask for:
- A complaint reference number
- An indicative timeframe for resolution (typically 15 working days)
- A written summary by email of what was discussed
Under the TCP Code, providers must acknowledge complaints promptly and propose a resolution. If you accept the resolution but it isn't implemented within 10 working days, you can treat the complaint as unresolved.
Step 2 — Escalate to the TIO
If 10 business days have passed since you complained and the issue isn't resolved, file with the TIO online or by phone. The TIO will:
- Notify your provider, which then has 10 business days to deal directly with you
- If still unresolved, conduct an investigation
- Make a binding decision up to the relevant monetary limit
The TIO service is free for residential customers and small businesses (under 20 staff or $3M turnover). Providers pay the TIO's case fees, which is why escalating usually triggers a quick provider response.
What to include when you contact the TIO
- Your name, account number, contact details
- The provider's name and the complaint reference from step 1
- A timeline of what happened
- What outcome you want (specific amount credited, plan reverted, ETF waived)
- Copies of relevant bills, contracts, and correspondence
Common outcomes
- Disputed charges credited or reversed
- Goodwill credits for service outages
- ETFs waived if you can show service failed to meet contracted standards
- Compensation for time and inconvenience for serious failures
- Number portability issues fast-tracked
If TIO can't help
For systemic issues — misleading conduct, anti-competitive behaviour — also report to the ACCC. For privacy breaches, the OAIC is the lead regulator.
This guide is general consumer information, not legal advice. The TIO's own guidance is the authoritative source for the complaint process.