Phone and internet complaints and the TIO

Billing mistakes, slow internet, a service that won't connect, a contract that doesn't match what you were told: phone and internet problems are frustrating, and they can drag on. But there's a clear path to resolve them, and the final step, the Telecommunications Industry Ombudsman (TIO), is free. This guide explains the process.

What the TIO can help with

The TIO describes itself as a free service that helps people fix phone and internet problems with their telco. According to the TIO, it can help people and small businesses with problems such as:

• trouble getting services connected or cancelled;
• not getting what you signed up for or agreed to;
• services not working at all or getting cut off;
• unreliable services that don't work properly;
• financial hardship;
• billing or payment mistakes.

The TIO says it helps about 50,000 people every year.

Step 1: Contact your provider

The TIO is clear that you should first try to resolve your complaint with your provider. Many complaints are resolved quickly once you've made contact. The TIO says that skipping this step adds five extra days to your case.

How to complain to your provider

According to the TIO, you can complain to your provider by phone, letter, email, online or in store. Your provider must publish its contact details as part of the complaint handling process on its website.

When you contact the provider:

1. say clearly that you want to make a complaint;
2. explain the problem and when it started;
3. say what outcome you want, such as a repair, a credit or a refund;
4. provide evidence, such as bills, screenshots or speed test logs;
5. note the date, the name of the person you spoke to and the complaint reference number.

What your provider should do

The TIO says your provider should work with you to resolve your complaint. It must:

• try its best to resolve the complaint on first contact;
• acknowledge a written complaint within 2 working days;
• understand the details of your complaint and any special needs you have;
• work quickly to resolve urgent issues;
• communicate clearly and fairly, treating you with respect;
• try to offer a resolution within 10 business days;
• tell you that you can raise your complaint with the TIO if you're not satisfied or can't reach a resolution.

The TIO also notes that a provider shouldn't insist that you use specific words for your contact to count as a complaint, or limit you to a single channel, such as "we only accept complaints in writing".

Step 2: Go to the TIO

The TIO suggests contacting it if you don't agree with your telco's response, you can't contact your telco, or your telco doesn't fix the problem.

How to contact the TIO

You can make a complaint online through the TIO website or call 1800 062 058. The TIO says its phone lines are open 8am to 8pm Monday to Friday (AEST), that calls are free from landlines, and that standard rates apply from mobiles, though you can ask it to call you back. You can also download a complaint form and send it by email, fax or post.

You'll need to provide your contact and account details, the name of your provider, details of the problem and the outcome you want. Documents or evidence are optional but helpful.

What happens next

The TIO describes its process in steps:

1. You tell the TIO about your problem and your ideal resolution.
2. The TIO escalates your complaint to a dedicated team at your provider, not through the channel you've already tried. All providers must be members of the TIO scheme.
3. Your provider proposes a resolution within 10 working days.
4. If you're not satisfied, you can tell the TIO, and it can investigate further.

Getting help with a complaint

You don't have to do this alone. The TIO accepts complaints made on your behalf by someone you trust, such as a friend, family member or support person. It will need your permission for them to act for you, and may need to confirm your identity.

The TIO may also help more directly if you may be disadvantaged in handling your complaint yourself.

Making your complaint stronger

• Keep records from the start: bills, the Critical Information Summary, emails, chat transcripts and notes of calls.
• Be specific about dates, amounts and what went wrong.
• Be clear about what you want.
• Stay calm and factual. It makes it easier for everyone to focus on fixing the problem.
• For speed problems, keep a log of wired speed tests at different times. Our speed log helps, and our guide to testing your internet speed explains how.

Other places to go

The TIO deals with complaints about phone and internet providers. Other bodies handle related matters. The ACCC enforces consumer law, including rules on misleading claims about broadband speeds, though it says it doesn't resolve individual disputes. The ACMA regulates telcos and makes many of the rules they must follow. Scams can be reported to Scamwatch. See phone and text scams.

Common problems and how to frame them

Being clear about the type of problem helps both your provider and the TIO. Here are some common ones and what to include.

Billing mistakes. Identify the bill, the charge you dispute and why. Attach the bill and, if relevant, your Critical Information Summary showing the price you agreed to. Say what you want, such as a credit for the incorrect amount.

Service not working. Explain when the fault started, what you've tried (such as restarting equipment) and how it affects you. If the fault is urgent, for example because you rely on the service for work or health reasons, say so; the TIO says providers must work quickly to resolve urgent issues.

Slow or unreliable internet. Provide a log of wired speed tests at different times, including 7pm to 11pm, and compare them with your plan's typical evening speed.

Connection delays. Give the date you signed up, the dates you were promised and any missed appointments.

Financial hardship. If you're struggling to pay, tell your provider early and ask about its hardship policy. The ACMA says telcos should publish their policy for helping customers who can't pay their bills. The TIO can also help with hardship complaints.

Keeping track of your case

Keep a simple record for each complaint: the date of every contact, the channel you used, the name of the person you dealt with, the reference number and what was promised. If a provider says it will call back or fix something by a certain date, note it and follow up if it doesn't happen. This record makes it much easier for the TIO to understand your case quickly.

Before you contact the TIO

Gather your account number, the provider's name, a short summary of the problem, the dates you contacted your provider, any reference numbers and the outcome you want. Have copies of relevant bills, the Critical Information Summary and any evidence such as screenshots or speed logs. Being organised helps the TIO move your complaint quickly to the right team at your provider.

Remember that the TIO is free, so there's no cost to asking for help.

Key points

• Raise the problem with your provider first; skipping this step slows your TIO case.
• Providers should acknowledge written complaints within 2 working days and try to resolve them within 10 business days.
• The TIO is free and independent; call 1800 062 058 or complain online.
• The TIO escalates your complaint to a dedicated team at your provider.
• Someone you trust can complain for you, with your permission.