Your rights as a phone and internet customer

Phone and internet services are essential, and Australian rules give customers real protections. Providers must give you clear information before you sign up, handle complaints properly and let you take your number when you leave. And when things go wrong, there's a free, independent ombudsman. The guides in this section explain your rights in plain language.

The guides in this section

• The Critical Information Summary, explained: the standard summary of a plan's key facts, and how to use it.
• Phone and internet complaints and the TIO: raising a problem with your provider and when to go to the ombudsman.
• Phone and text scams: common scams, the "Unverified" sender label and what to do if you're caught.
• Leaving a contract early: exit fees, device repayments, locked phones and keeping your number.

Your key rights in brief

Clear information before you buy

The ACMA says telcos must give you a Critical Information Summary for their products and publish it on their websites, so you can compare plans in a standard form. Telcos should also publish information about coverage, payment methods, spend management tools, roaming costs, financial hardship help, complaint handling and products for people with disability.

Accurate speed claims

The ACCC says advertised home broadband speeds must be accurate and must not create a false impression. Its guidance says providers should advertise typical speeds in the 7pm to 11pm busy period and warn you about technical limits on your maximum speed.

Taking your number with you

The ACMA says your current telco must port your number when you or your new telco ask, even if you owe it money. Only active numbers can be ported, so keep your service connected until the port is complete.

Fair complaint handling

According to the TIO, providers should try to resolve complaints at first contact, acknowledge written complaints within 2 working days and try to offer a resolution within 10 business days. They must tell you that you can go to the TIO if you're not satisfied.

A free ombudsman

The Telecommunications Industry Ombudsman is free and independent. It can help with connection and cancellation problems, services that don't work, billing mistakes, financial hardship and more. Contact your provider first, then the TIO if the problem isn't fixed.

Who does what

• The ACMA regulates telcos and makes many of the consumer protection rules they must follow.
• The ACCC enforces the Australian Consumer Law, including rules against misleading claims, but says it doesn't resolve individual disputes.
• The TIO resolves individual complaints between customers and providers, for free.
• Scamwatch, run by the National Anti-Scam Centre, provides scam information and takes scam reports.

Financial hardship

If you're struggling to pay your phone or internet bill, contact your provider early. The ACMA says telcos should publish their policy for helping customers who can't pay their bills. The TIO can also help with financial hardship complaints.

A note on this information

These guides are general information based on official sources, not legal advice. Telco rules are updated from time to time, so check the latest information from the ACMA, the ACCC or the TIO for your situation.

Practical habits that protect you

• Keep a dated copy of the Critical Information Summary for every plan.
• Keep bills, emails and chat transcripts, and note the date and reference number of every call.
• Raise problems early, in writing where possible, and say what outcome you want.
• Never share one-time codes or porting codes with anyone who contacts you.

Terms you'll see

• CIS: Critical Information Summary, the standard summary of a plan.
• TIO: Telecommunications Industry Ombudsman, the free dispute service.
• ACMA: the communications regulator.
• Early termination charge: a fee for leaving a contract early.
• Porting: moving your number to a new provider.
• Hardship policy: a provider's approach to helping customers who can't pay.

If you have a question we haven't answered, our contact page is always open.

Five habits that save money and hassle

1. Check before you sign: coverage or connection type, typical evening speed, minimum cost and exit costs.
2. Read and keep the Critical Information Summary for every plan you choose.
3. Never cancel a service you want to keep the number for until the port is complete.
4. Test, record and raise problems early, with evidence such as a wired speed log.
5. Treat unexpected calls and texts with suspicion, and check by contacting the organisation yourself.

About these guides

Telecom Times is independent. We aren't a telco, a comparison service, a regulator or an ombudsman, and no provider pays to appear in our guides. We don't publish plan prices or rank providers. We write every guide in our own words and list the official sources we used, such as the ACMA, the ACCC, the Telecommunications Industry Ombudsman, Scamwatch and nbn co. Rules and plans change, so check current details with your provider and the relevant agency.

Where to go next

Our internet section and mobile section help you choose plans and avoid problems in the first place.