Australian Communications Consumer Action Network

Problem with customer service?

Not all providers are equal when it comes to customer service, but all of them are required to do a few things:

  • Deal with your enquiries quickly and effectively
  • Try to resolve any problem the first time you contact them
  • Protect your personal information

You have a right to complain to the Telecommunications Industry Ombudsman (TIO) if your provider:

  • Is hard to get in contact with, for example if your call isn’t answered or does not respond to emails within a reasonable period of time
  • Doesn’t do what they promise
  • Is disrespectful or offensive
  • Refuses to escalate your complaint to a supervisor or manager if you request it

The TIO is a free service that will help to resolve your complaint quickly.

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Problem with customer service? [Word Document - 58.5 KB]

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