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If you have a problem with your phone or internet provider, you have a right to complain. Making a successful complaint is pretty straightforward, especially when you know your rights.

Here are five simple steps to make your complaint heard – and hopefully, resolved quickly.

 

  1. Gather all the relevant information
    It is helpful to gather any evidence that supports your complaint, such as your bill, records of text messages and calls or details of a fault.

  2. Think about what you want your provider to do
    You may want a credit on your bill, a charge reversed or a change to your plan. You may just want your provider to fix the problem so it does not happen again, or even an apology.

  3. Contact your provider
    Your provider will have a complaint handling policy on their website that explains how you can make a complaint. Some may have a dedicated phone number. Make sure to clearly state that you have a complaint. Save any emails and keep a log of the time and date of when you made or received calls.

  4. Resolving the complaint
    Providers should attempt to resolve your complaint the first time you contact them and finalise it within three weeks. If you are unhappy with the response you get from your provider, or they do not do what they say they will do to resolve the problem, tell your provider you are dissatisfied and ask them if there is any more they can do.

  5. Contact the Telecommunications Industry Ombudsman (TIO)
    If your complaint still is not resolved to your satisfaction, you have a right to contact the TIO, which has the power to investigate customer complaints and make the supplier fix the problem, reimburse you or compensate you. Lodge your complaint with the TIO by doing one of the following:

  • Complete the online form on their website.

  • Call 1800 062 058.

  • Post your complaint to PO Box 276, Collins Street West, VIC 8007.

  • Fax the consumer complaint form to 1800 630 614.

Please note: the TIO can help to resolve your complaint if you have given your provider a reasonable opportunity to address the problem and you make the complaint within two years of becoming aware of the problem. It is essential you contact your telco first to try to fix the problem before going to the TIO.

How to complain to your telco

Below are contact details for Australian telco providers.

ALDImobile
Call 1300 989 000 or email by logging into your ALDImobile account.

amaysim
Call 1300 808 300, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or live chat on their website.

Bendigo Bank Telco
Call 1300 737 881 or fill out the contact form on their website.

Boost
Call 125 8881, email: This email address is being protected from spambots. You need JavaScript enabled to view it. live chat online on their website.

Club Telco
Call 13 83 52 or email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Cmobile
Call 1300 545 000 or email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Dodo
Call 13 36 36, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or live chat online on their website.

GoTalk
Call 1800 468 255, use the online form or live chat on their website.

Hello Mobile
Call 126 999 on your Hello Mobile number, or 1300 126 999 from any other phone. You can also email: This email address is being protected from spambots. You need JavaScript enabled to view it. or live chat on their website.

iiNet
Call 13 22 58 or email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Internode
Call 13 66 33 or fill in the contact form on their website.

iPrimus
Call 1300 85 44 85, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or live chat on their website.

Jeenee Mobile
Call 1300 054 631 or email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Lebara Mobile
Call 126 122 from your Lebara Mobile number, or 1300 126 122 from any other phone. You can also email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Live Connected
Call 07 3038 3068, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or live chat on their website.

Optus
Call 131 344 (Faults) or 133 937 (Home Phone, mobile, TV and Internet).

Spintel
Call 1300 303 375, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or send a letter.

Telstra
Call 13 22 00 and say "complaint", use the online complaint form on their website or send a letter.

TPG
Call 13 14 23 or send an email using the online form on their website.

TransACT
Call 13 30 61.

Vaya
Call 1300 008 292, email: This email address is being protected from spambots. You need JavaScript enabled to view it. or request a call back on their website.

Virgin
Call 1300 555 100 or send an email using the online form on their website.

Vodafone
Call 1555 on your Vodafone mobile or 1300 650 410 from a non-Vodafone phone, email using the online form on their website or get in touch via social media.

Yatango
Email: This email address is being protected from spambots. You need JavaScript enabled to view it..