Submit a complaint

We collect personal information about you in order to contact you and handle your complaint. We will share your personal information with the telecommunications providers who can help resolve your complaint. This may include a wholesale provider. These providers may also provide your personal information to us. These providers or their staff may be overseas.
If you choose to provide us with sensitive information, for example information about your health, you consent to us collecting and disclosing that information unless you tell us otherwise.
If you choose to remain anonymous or withhold information, we may not be able to handle your complaint.
With your consent, or by law, we may provide your personal information to government agencies.
We may also provide your personal information to third parties for the purposes of improving our services.
You can access and correct personal information that the TIO holds about you and complain about a TIO privacy breach or how the TIO has handled your personal information.
To find out more, the TIO’s privacy policy explains how the TIO collects, handles and protects personal information about you, including information obtained from your representative.
After you submit your complaint you will be provided with a TIO reference number. Please keep a copy of that number for your records.

Enter your complaint

* Have you contacted your telecommunications provider about your complaint?

Yes
No
Required field: Have you contacted your telecommunications provider about your complaint?

The TIO cannot accept your complaint unless you have given the service provider an opportunity to consider the complaint. Contact details for some service providers are available below.

Ask the service provider for a reference number. If you have difficulty contacting them, call us on 1800 062 058. Here are some helpful tips for talking to your service provider.

Service provider contact information

Dodo	1800 097 304
iiNet Ltd	13 22 58
M2 Commander Pty Ltd	13 27 77
Optus	1300 301 889 Visit Website
Primus Telecommunications	1300 858 844
Telechoice	Visit Website
Telstra Corporation	Visit Website
TPG Internet	Visit Website
Vaya	1300 008 292
Virgin Mobile	1300 555 100
Vodafone Australia	1300 650 410 (Landline) 1555 (Vodafone mobile)

If your service provider is not listed, you can search our directory for other service providers’ contact details.

When did you last contact your provider about this complaint?

* Did your service provider refer you to the TIO?

Yes
No
Required field: Did your service provider refer you to the TIO

What is the complaint reference number from the service provider?
Please leave this field blank if for any reason you do not have a reference number from your provider.

Maximum length exceeded (100 characters allowed)

* Are you the account holder?

Yes
No
Required field: Are you the account holder

Representative Information

* Representative type

Required field: Representative type

* Your title

Required field: Title

* Your first name

Required field: Your first name

* Your surname

Required field: Your surname

Your street address

Maximum length exceeded (100 characters allowed)

Suburb or town

Maximum length exceeded (40 characters allowed)

* State

Required field: State

* Postcode

Required field: Postcode

Please provide at least one contact method. *

Your email address

Help tip: Email is the best way to respond to you about your complaint
Attention, either or both of the following fields are required: 'Representative email address' and 'Representative contact phone number'

Confirm your email address

Field: Confirm email address do not match

Your contact phone number
Please specify the area code.xxx
E.g. 0393332211 or (03)93332211 or +61393332211

Attention, either or both of the following fields are required: 'Representative email address' and 'Representative contact phone number'

Are you authorised to act on behalf of the account holder?

Yes
No
Required field: Are you authorised to act on behalf of the account holder

Account Holder Information

* What consumer category are you?

Required field: What consumer category are you

* Account holder title

Required field: Title

* Account holder first name

Required field: Account holder first name

* Account holder surname

Required field: Account holder surname

Account holder street address

Maximum length exceeded (100 characters allowed)

Suburb or town

Maximum length exceeded (40 characters allowed)

* State

Required field: State

* Postcode

Required field: Post code

Please provide at least one contact method. *

Account holder email address

Help tip: Email is the best way to respond to you about your complaint
Attention, either or both of the following fields are required: 'Representative email address' and 'Representative contact phone number'

Confirm account holder email address

Field: Confirm email address do not match

Account holder contact phone number
Please specify the area code.
E.g. 0393332211 or (03)93332211 or +61393332211

Attention, either or both of the following fields are required: 'Representative email address' and 'Representative contact phone number'

Service and Service Provider Information

* What is the main service your complaint is about?

Required field: What is the main service your complaint is about

Service address is required if your complaint relates to the National Broadband Network (NBN)

Same as account holder address
Use a different address
Required field: Service address is required

* Street address

Maximum length exceeded (100 characters allowed)

* Suburb or town

Maximum length exceeded (40 characters allowed)

* State

Required field: State

* Postcode

Required field: Post code

* What is the account number?

Help tip: If you do not have the account number, please provide:

For telephone services: the telephone number or order number

For internet services: the user or logon name, order number or email address (but not gmail or hotmail addresses)

If you have none of the above, please provide the address where the service is or will be located
Required field: What is the account number

* Which company bills you for this service?

Help tip: The phone company or the ISP that billed you or that you have a complaint about
Required field: Which company provides this service

Are you disputing charges?

Complaint Information

When did you become aware of the complaint?

Date value: 'When did you become aware of the complaint' can not be in the future

* Describe your complaint

This response is limited to 1200 characters

Characters remaining: 0

* How did your service provider respond to your complaint?

This response is limited to 800 characters

Characters remaining: 0

* How would you like the service provider to resolve your complaint?

This response is limited to 500 characters

Characters remaining: 0

If you have additional documents, for example a TIO Authorisation of Representative form, you can attach them here.

The total size of all files attached must not exceed 50 MB. Only files with the following extensions will be accepted: jpeg, jpg, bmp, png, doc, docx, pdf, xls, xlsx, txt.

Once your file(s) has uploaded, please confirm that the file is attached with your submission by locating it in the list of attached files below.

Total attachment size: 0 MB