Telecommunications Industry Ombudsman

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Click here for our privacy notice

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. We will only do this in accordance with our Privacy Policy. The TIO does not use personal information it collects for direct marketing.
With your consent we may collect personal information about your cultural or linguistic background and your identity as an Aboriginal or Torres Strait Islander 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.

Have you contacted your service provider about your complaint? *

Yes No

Are you the account holder? *

Yes No

Has the account holder given you permission to make this complaint? *

Yes No

You must give your service provider a chance to fix your problem by following its internal dispute resolution process. Many complaints can be resolved quickly once you contact your service provider.

Ask your service provider for a complaint reference number. If you have difficulty contacting them, call us on 1800 062 058 or email tio@tio.com.au

Here are some helpful tips for talking to your service provider.

Service information

What services are you complaining about? *

Which service provider is this complaint about? *

What is the account number?

Help tip: Your account number should be on a bill from your service provider. If you can't find your account number, please give us a service number, or a complaint reference number from your service provider.

Are you disputing any unpaid charges? *

Yes No

Approximately how much? *

Help tip: Please only enter unpaid amounts. If you are seeking a refund or compensation, please tell us about this when describing your complaint.

Is your complaint about a service delivered over the National Broadband Network (NBN)? *

Yes No

Service address details

Street address *

Suburb or town

Postcode *

State *

Complaint information

When did you discover the problem? *

What is the complaint reference number from the service provider?

Please tell us about your complaint *

What did your provider say when you made the complaint? *

What do you want the provider to do to resolve your complaint? *

Attach any relevant documents. This may include:

an authorisation form
your credit file
a fault log or speed test result
a letter from your provider with its response to your complaint.

Drag file(s) here or browse

You may attach a maximum of 10 files with a total file size not exceeding 10MB. Only the following file extensions will be accepted: jpeg, jpg, bmp, png, doc, docx, pdf, xls, xlsx, txt.

Additional documents attached

Your information

Does this complaint related to a:

serious medical condition
safety risk
registered priority assistance service
need for urgent financial hardship support from your provider
small business service, where the internet services are completely or partly unusable, or an outage may cause harm to others.

Yes No

Representative

What is your relationship to the account holder? *

Title

Your first name *

Your surname *

We prefer both email and telephone details so we and your service provider can contact you quickly. If you are complaining about your phone service, please still give us that number or the best possible alternative.

Your email address

Help tip: Email is the best way to respond to you about your complaint

Your contact phone number *

Help tip: Please enter an Australian landline or mobile number, including area code, with no spaces

Your postal address

Suburb or town

Postcode *

State *

Account holder

What type of account is your complaint about? *

What is the name of your business? *

What is the ABN of your business? *

What is your business name on the invoice from your service provider *

Who is the representative for the business?

Title

First name *

Surname *

Email address

Help tip: Email is the best way to respond to you about your complaint

Contact phone number *

Help tip: Please enter an Australian landline or mobile number, including area code, with no spaces

Postal address

Suburb or town

Postcode *

State *

Cultural Identity

The following information will help us identify possible community organisations we can work with, to ensure we are being accessible to all. These fields are not mandatory.

Are you of Aboriginal or Torres Strait Islander origin?

Do you identify as being from a culturally and linguistically diverse community?

People born overseas, in countries other than those classified by the Australian Bureau Of Statistics (ABS) as 'main English-speaking countries'.

The main English-speaking countries identified by the Australian Bureau Of Statistics (ABS) are Australia, Canada, Republic of Ireland, New Zealand, South Africa, United Kingdom (England, Scotland, Wales, Northern Ireland) and United States of America.

Main language other than English spoken at home

Review and submit

Please review your complaint details.

Click the submit button at the bottom of this page to send us your complaint.

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Service information

Service address details

Complaint information

Additional documents attached

Representative information

Account holder information

Cultural Identity

By continuing you agree to the Telecommunications Industry Ombudsman collecting the information you have entered and disclosing it to the provider your complaint is about. All information provided to the Telecommunications Industry Ombudsman will be handled in accordance with our privacy policy

Start

Click here for our privacy notice

Authorisation of a representative

Service information

Complaint information

Additional documents attached

Your information

Representative

Account holder

Cultural Identity

Review and submit

Please review your complaint details.

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Service information

Service address details

Complaint information

Additional documents attached

Representative information

Account holder information

Cultural Identity

Complaint successfully submitted

Something has gone wrong

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Click here for our privacy notice

Authorisation of a representative

Service information

Complaint information

Additional documents attached

Your information

Representative

Account holder

Cultural Identity

Review and submit

Please review your complaint details.

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Service information Edit Service information step

Service address details

Complaint information Edit Complaint information step

Additional documents attached

Representative information Edit Representative information step

Account holder information Edit Account holder information step

Cultural Identity Edit Cultural Identity information step

Complaint successfully submitted

Something has gone wrong

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Service information

Complaint information

Representative information

Account holder information

Cultural Identity