Submit a complaint

Please note that the Telecommunications Industry Ombudsman will be closed from 4.30pm on Tuesday 24 December 2019 and will re-open at 9.00am on Thursday 2 January 2020. In the meantime, you can contact your phone or internet provider directly. Please click here to find your provider's contact information.

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 out services. We will only do this in accordance with our Privacy Policy. The TIO does not use personal information it collects for direct marketing.
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?

When did you last contact your provider about this complaint?

* 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.

* Are you the account holder?

Representative Information

* Representative type

Required field: Representative type

* Title

Required field: Title

* Your first name

Required field: Your first name

* Your surname

Required field: Your surname

Suburb or town

Maximum length exceeded (40 characters allowed)

* State

Required field: State

* Postcode

Required field: Postcode

* Please provide at least one contact method Adding both an email and a phone number is best to help us assist with your complaint. If that is not possible or practical for you, then only one will be ok.

Your street address

Maximum length exceeded (100 characters allowed)

Your email address

Help tip: Email is the best way to respond to you about your complaint
Please provide at least one contact method

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

Please provide at least one contact method

* 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?

* What is the business name?

Required field: What is the business name

* What is the business ABN or ACN?

Required field: What is the business ABN or ACN

* What is the name on the account?

Maximum length exceeded (100 characters allowed)

* Account holder title

* Account holder first name

* Account holder surname

Suburb or town

* State

* Postcode

Account holder street address

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
Please provide at least one contact method

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

Please provide at least one contact method

Service and Service Provider Information

* What is the main service your complaint is about?

* Service address details

* Street address

Required field: Street address is required

* Suburb or town

Required field: Suburb or town is required

* 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

* 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

* Are you disputing charges?

Complaint Information

* When did you become aware of the complaint?

Required: Month

* Describe your complaint

1200 character(s) left.

* How did your service provider respond to your complaint?

800 character(s) left.

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

500 character(s) left.

If you have additional documents, for example a TIO Authorisation of Representative, 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.

Submit a complaint

Enter your complaint

Service provider contact information

Representative Information

Account Holder Information

Service and Service Provider Information

Complaint Information

Complaint successfully submitted

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