How to resolve a problem or make a complaint about your landline
If you encounter problems getting your phone connected or cannot get faults attended to, there are steps you can take to resolve your concerns. You can also follow these steps if you think your bill is incorrect or you have been overcharged.
Step 1
Call your provider's customer service hotline and explain your concerns. Make a note of the date you called and the person you spoke to—it could be a handy reference later.
Step 2
Write a letter to your provider's complaints area explaining your concerns. Note that you have already tried to resolve your concerns over the phone. Visit our page on How to complain for help to write a letter.
The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet services. You must have tried to resolve the dispute with your provider before the ombudsman can consider your complaint.
For more information
If you want more information about your telephone service and your entitlements, contact your service provider or visit their website.
There are also some great fact sheets and brochures developed by other government agencies and industry bodies that can help you learn more about your telephone, mobile phone and internet services.
If you have questions or want to know more, you could explore the following websites:
Australian Communications and Media Authority (ACMA)
